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Rules engine

Herodesk Basic

Triage that runs without you.

Build rules that match incoming conversations on conditions across conversations, contacts, companies and messages, then act automatically. Sorting, routing and tagging stop being someone’s morning.

The problem

Someone has to sort the post

Before anyone answers a single customer, a person has to read every new conversation and decide where it goes, who owns it, and what it is about.

  • An hour of triage before the real work starts
  • Urgent conversations waiting behind routine ones in the same queue
  • Key accounts treated like anyone else because nobody spotted them
  • Manual tagging that gets skipped whenever it is busy

Why teams love it

The routine handled before you look

Rules do the predictable part of support automatically, so people spend their time on the part that needs judgement.

Conversations arrive pre-sorted
Tagged, assigned and in the right inbox before anyone opens them, so the queue is already organised.
The important things stand out
Route by company, tag or content so key accounts and urgent issues land where they will be seen first.
Consistency, always
A rule applies the same way on a quiet Tuesday and on your busiest day of the year.
Push data where it belongs
On higher plans a rule can fire a webhook, so an event in Herodesk updates your other systems in real time.

What’s inside

Conditions on everything, actions on everything

Rules match across conversations, contacts, companies and messages, and run as messages arrive.

Set status and move inbox
Close, reopen or reroute a conversation to the inbox that should handle it.
Assign and add watchers
Give a conversation an owner automatically, and on higher plans add the right watcher too.
Add and remove tags
Categorise conversations as they arrive, so your tag reporting is complete rather than best-effort.
Send, forward and note
Send a message, forward the conversation, add an internal note, or change the subject automatically.
Block contacts and run widget actions
Deal with known bad senders automatically, or trigger a widget action as part of a rule.
Webhooks and AI actions
On higher plans, fire a webhook into your own systems or run AI actions like tagging by topic and translating a message.

Pricing

Herodesk Basic

From Herodesk Basic

The rules engine comes with Herodesk Basic and up; webhooks, watchers and AI rule actions unlock on higher plans. Try any paid plan free for 14 days.

Included from Herodesk Basic and up.

Get started for free

Customer stories

Read about our customers’ experience with Herodesk

Meet some of the businesses that use Herodesk for their customer service every day.

Pricing

Choose the plan that fits your needs

Alongside a free version with a selection of features, you can choose from three Herodesk plans. Then add a separate AI agent plan to suit your usage. Right now, you can try Pro free for 14 days.

Herodesk Free

For working on your own

$0

Herodesk Basic

Bring your team together

$34per user / month

Herodesk Plus

Spend less time on routine work

$57per user / month

Herodesk Pro

Keep service consistent as you grow

$80per user / month

Rules engine: automate the predictable half of support

Every support team spends part of its day on work that requires no judgement: reading new conversations to decide where they go, who owns them, and what they are about. The rules engine does that automatically. Build rules that match on conditions across conversations, contacts, companies and messages, and run actions the moment a message arrives in your shared inbox.

The action list is deliberately broad: set status, move inbox, assign, add or remove tags, block a contact, add an internal note, send a message, forward the conversation, change the subject, or run a widget action. On higher plans a rule can also fire a webhook into your own systems, add a watcher, or run AI actions like tagging a conversation by what it is about and translating the latest message. Combined with more than 30 integrations, a rule can route by the customer’s order history as easily as by a keyword.

The rules engine is part of Herodesk Basic and up, used by webshops, B2B companies and SaaS companies across Europe. For questions rules cannot answer, AI agents resolve conversations end to end. Herodesk is built and hosted in Scandinavia and 100% GDPR compliant. See pricing for what each plan includes.

Give your team time back

Start your free trial with free VIP onboarding. Meet a product specialist online and get personal help until everything is up and running to your satisfaction.

Ken Primby

Ken Primby

CEO · Pluspige

From a Herodesk customer

4–6

hours saved on cleanup after live sales

“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”

Read the customer story