Sometimes, you need to forward a conversation to an external recipient, just like the “forward” function in Outlook.
With our most recent update, you can now forward a conversation with a customer to an external recipient. This can be done regardless of which channel you’re communicating with the customer on. When forwarding, the conversation is formatted as an e-mail that’s sent to the recipient you choose.
You can forward conversations in two ways:
Manual forward
When a conversation is open, choose “More” and click “Forward”.
A window will appear that lets you choose the recipient (choose either an existing contact or an e-mail address), the subject line and a message that will be sent along with the conversation.
Rule-based forward
You can also choose to forward a conversation as an event in Rules.
For example, create a new rule like this:
WHEN a conversation is created
IF the conversation subject contains “invoice”
THEN forward the conversation to “billing@mydomain.dk”
AND THEN close the conversation
This adds another dimension to the workflows you can automate with Herodesk.
The new forward function is available to all Herodesk customers. Rule-based forwarders require Herodesk plus.