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Overview of Dedicated Hero

Dedicated Hero makes an Agent or a team of Agents the automatically assigned Agent when a particular Customer reaches out. The Agent(s) is dedicated to the Customer by being the main point of contact for the Customer within Gladly.

See how Dedicated Hero works:

Dedicated Hero is an optional feature that compliments routing
Dedicated Hero is designed to help prioritize high-value Customers by ensuring they have a consistent experience with a single Agent. It is an optional feature to complement the routing system which applies to all Customer interactions.

How does Dedicated Hero impact routing?

Regardless of Channel, Gladly will always route a Customer with a Dedicated Hero(es) to that Hero (the Agent) if they are available.