Side conversations
Free on every planA thread beside the thread.
Start a separate, linked conversation off a main one (to sort something out with a supplier, a warehouse, or another team) without the customer seeing any of it.
The problem
One customer case, three other conversations
Resolving one question can mean a back-and-forth with a supplier, a courier and your own warehouse: none of which belongs in the customer’s thread.
- Third-party back-and-forth clutters the customer conversation
- Or it happens in private mail and disappears from the case
- No way to see which external threads are still open
- The customer waits while nobody can tell what is blocking it
Why teams love it
Keep the case clean and the work visible
Side conversations give the messy middle of a case somewhere to live that is neither the customer thread nor someone’s personal inbox.
- The customer thread stays readable
- Supplier chases and internal back-and-forth happen beside the conversation, not inside it.
- Nothing leaves the helpdesk
- The side thread is a real conversation in Herodesk, so it does not vanish into a private mailbox.
- Always linked back
- Each side conversation is tied to the original, so the connection between the customer issue and the chase is obvious.
- Tracked like any conversation
- It has its own status and history, so you can see whether the thing you are waiting on is still outstanding.
What’s inside
A proper thread, properly linked
Everything you need to run a parallel conversation without losing sight of the customer case it belongs to.
- Start from any conversation
- Open a side conversation off the main thread whenever a case needs someone outside it.
- Its own conversation record
- The side thread is tracked as a conversation in its own right, with its own messages and status.
- Linked back to the original
- The link between the two is kept, so you can move between the customer case and the side thread.
- Invisible to the customer
- Nothing in a side conversation is shown to the person in the main thread.
- For third parties and colleagues
- Use it for suppliers, couriers, or another team internally: anyone whose answer you need first.
- Alongside notes and forwarding
- Use a note to think out loud, a forward to pass something on, and a side conversation when you need a real exchange.
Pricing
Free on every planFree, on every plan
Side conversations are part of the shared inbox on every Herodesk plan, including Free.
Included free on every plan, forever.
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
Side conversations: run the chase without cluttering the case
Resolving one customer question often means having three other conversations first: with a supplier, a courier, or your own warehouse. Side conversations give those somewhere to live. You start a separate, linked thread off the main conversation in your shared inbox, and the customer never sees any of it. It is tracked as its own conversation, with its own messages and status, and stays linked back to the case it came from.
That link is the point: instead of a chase disappearing into someone’s personal mailbox, you can see which external threads are still open and what is actually blocking a customer. Side conversations sit alongside internal notes for thinking out loud and forwarding for one-off hand-offs.
Side conversations are included on every Herodesk plan, including Free, and used by webshops, B2B companies and SaaS companies across Europe. 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
CEO · Pluspige
From a Herodesk customer
4–6
hours saved on cleanup after live sales
Read the customer story“Herodesk brought all our channels together, saved us several hours of manual cleanup after our live sales and gave the team a clear overview.”















































































