Agent Scenarios #
Below, Agents can reference typical scenarios related to becoming a Dedicated Hero.
Q. I assigned myself as the Dedicated Hero but the Conversation remained assigned to another Agent. Why?
A. When you assign yourself as the Dedicated Hero, you are assigning yourself to all future Conversations with your Customer. However, the existing Conversation will remain assigned to the currently assigned Agent until the Conversation closes. To make yourself the assignee of an existing Conversation once you are the Dedicated Hero immediately, click Reassign to Hero.
The exception to the above is if the Customer already has a Dedicated Hero. When a Customer has a Dedicated Hero, and another Agent is assigned as a new Dedicated Hero, then the Conversation will automatically be reassigned to the new Hero.
Q. I am the Dedicated Hero for a Customer, but I need to assign a Conversation to another Agent. Will I lose my status as the Dedicated Hero?
A. No. You can assign the Conversation to other Agents freely, and you will remain the Dedicated Hero. If you assign your Customer to another Agent, the target Agent will be the assignee of the Conversation until it closes, at which point, all new Conversations will return to being assigned to you.
Q. What will happen if I am the Dedicated Hero for a Customer, but I am unavailable when my Customer reaches out?
A. This will depend on the Channel that the Customer is using:
- Voice — The Customer will be routed to an available Agent in the default Inbox for Voice.
- Messaging — The Customer will be routed to the next available Agent in your Inbox.
- Email/Voicemail — The Customer will still be routed to you regardless of your Availability. You will be able to respond to the Customer as soon as you become available.
Q. I assigned another Agent as the Dedicated Hero. Why am I still receiving Contacts from the Customer?
A. If you are the assigned Agent of a Conversation when you make another Agent a Dedicated Hero, you will continue to be the assignee until the Conversation closes or you click Reassign to Hero. Once the Conversation closes or you have reassigned the Conversation to the Dedicated Hero, all future Conversations with the Customer will be routed to the Dedicated Hero.
Team Manager Scenarios #
Below, Team Managers can reference typical scenarios related to assigning a Dedicated Hero.
Q. I deactivated an Agent that was assigned as the Dedicated Hero to a Customer. What will happen to an existing Conversation?
A. The Dedicated Hero assignment will remain, but the Agent will be replaced with ‘Hero Inbox’. The Conversation will be reassigned to an available Agent within the current Inbox.
Q. I assigned an Agent as the Dedicated Hero for a Customer, however, they are not available, what will happen if their Customer contacts in?
A. This will depend on the Channel that the Customer is using:
- Voice — The Customer will be routed to an available Agent in the default Inbox for Voice.
- Messaging — The Customer will be routed to the next available Agent in the Dedicated Hero’s Inbox.
- Email/Voicemail — The Customer will still be routed to the Dedicated Hero regardless of Availability. The Dedicated Hero will be able to respond to the Customer once they become available.
Q. I have a Customer that I’d like to have a Dedicated Hero, but I’m worried that the Agent whom I assign won’t be available often enough. What should I do?
A. Consider using a Dedicated Hero team. By assigning an Inbox as the Dedicated Hero, you can have a select group of Agents that can serve as a Dedicated Hero, with consistent Availability.
