All Courses

How Dedicated Hero works

Regardless of Channel, Gladly will always route a Customer with a Dedicated Hero(es) to that Hero. However, depending on the availability of the Dedicated Hero(es), the Customer may be routed to another available Agent. To explain the process of routing a Customer to a Dedicated Hero, we’ll review DH routing by each Channel:

Email and Voicemail

All new Emails and Voicemails sent by Customers with a Dedicated Hero will be routed to their corresponding Dedicated Hero, regardless of Availability.

The exception to the above is in the case of threaded emails. If a Customer replies to an email thread, the work returns to the Agent that was last assigned to the email thread. The routing logic of a Customer replying to a threaded Email does not consider a Dedicated Hero.

Messaging

When a Dedicated Hero is Available and not at capacity for Messaging, Customers with a Dedicated Hero that start a new Conversation will always be routed to their corresponding Hero. When a Dedicated Hero is unavailable, the new Messaging Conversation will go into the Dedicated Hero’s Inbox (the Inbox that was chosen when assigning the Dedicated Hero), and the next available Agent will receive the work.

In the case of reopened Conversations, the assignment will differ based on which Inbox the Conversation is located in. See the following scenarios based on the location of the Conversation:

  • Dedicated Hero Inbox – The Conversation will remain in the Dedicated Hero’s Inbox, and the next available Agent will receive the work.
  • Channel Inbox – The Conversation will remain in the Channel Inbox, and the next available Agent will receive the work.
  • Other Inbox – The Conversation will be transferred to the Dedicated Hero’s Inbox, and the next available Agent will receive the work.
Note – Caveat to routing a Customer to a Dedicated Hero
A Dedicated Hero must be logged in, available, and not at capacity for their available Channels (Voice and Messaging) to receive work from their Dedicated Hero customer.

Voice

When a Dedicated Hero is Available and not at capacity on Voice, Customers with a Dedicated Hero will always be routed to their corresponding Hero when they use a phone number marked as Mobile.

Because Customers who use Voice don’t expect to wait for long periods of time before being connected to an Agent, Voice routing a Customer with a Dedicated Hero changes significantly if the Hero is unavailable. If the Dedicated Hero is unavailable, then the Customer will be placed into the standard Inbox, and the Routing Engine will look to assign it to an available Agent in that Inbox.

Note – Reassigned Dedicated Hero Conversations
When a Dedicated Hero Conversation is assigned to an Agent who is not the Dedicated Hero, and the Reassign to Hero button is not used, the Conversation will remain with the new Agent until it is Closed. Once the Conversation is closed, new Conversations will be returned to being assigned to the Dedicated Hero.