Rules (with AI) - Herodesk.io

Automate your busy-work

How to use rules to optimize your inbox

Our advanced rules make it easy to manage your inboxes and ensure they are processed correctly and quickly.

Simple automations

Create simple if-then-that rules to automate simple processes. It works like this:

WHEN something happens.
IF one or more conditions are met.
THEN execute one or more actions.

AI-based conditions

Use our artificial intelligence (AI) engine to analyse the customers message and determine if it matches one or more criteria. Instead of looking for keywords to guess what the customer means, simply ask AI: “Is the customer trying to X” – and if yes, you can execute one or more actions.

More than 1.500 combinations

Our Rules engine is incredibly powerful and has more than 1.500 combinations or triggers, conditions and actions that lets you automate almost any imagine scenario in Herodesk.

Widget actions

Many of our integrations has actions that can be triggered by rules. Fx to pause an order in your WMS or trigger a return. This lets you build end-to-end automations with Herodesk rules.

We'll show you the way

Examples of how to use rules

Our customers have created thousands of rules to automate their daily workflow. Here are some examples.

Example 1: Conversation routing

Create rules to automatically route new conversations to the right inbox or agent based on sender, subject, keyword or sentiment analysis. Ensure every inquiry reaches the right person instantly.

Example 2: Auto tagging

Automatically tag and categorize incoming emails using custom rules, making it easy to organize, search, and report on support topics.

Example 3: Put an order on hold

When a new conversation is received, use AI to determine if the customer wants to change or cancel an order. If yes, signal the WMS to pause the order, so it isn’t shipped until the message has been handled.

Example 4: Find important messages

Create rules to mark urgent messages or escalate unresolved cases after a certain time so nothing slips through your fingers.

See all available rule events here.

Questions

Do you have questions about rules?

Rules can be difficult to understand, but once you learn them, they’re brilliant for optimizing your customer support.

Herodesk is a modern helpdesk solution designed to help small- and mid sized businesses handle customer support efficiently and professionally.

You can start with a 14-day free trial. Create an account here: https://app.herodesk.io/signup and follow our onboarding guide to get started.

Herodesk supports Danish, English, Swedish and Norwegian. More languages are being added continuously. Our AI translation can, however, translate all incoming and outgoing messages to and from any language.

No, we do not. Herodesk is designed for small and medium-sized businesses, and our product and billing model is designed thereafter. That being said, everyone is more than welcome to use Herodesk. We do not, however, offer enterprise solutions, customized plans or service level agreements. Our general Terms of Service, which applies to all our customers, can be found here: Terms

Yes! Send us your latest invoice from the other provider. We will give you Herodesk Plus free of charge for the period you’ve already pre-paid with the other provider. Afterwards, you will pay for Herodesk as per our regular pricing and terms.

Herodesk is built for small and mid-sized companies, especially webshops and online businesses, who want an easy-to-use customer service tool without enterprise-level complexity or cost.

Unlike larger and most other tools, Herodesk is super simple, lightweight, fast to set up, affordable, and built with local support in mind. We focus on making customer service simple while still offering advanced features like automation, integrations, and AI.

No, Herodesk is designed for non-technical users. Everything is set up in our simple control panel.

For custom integrations, developers can use our API & webhooks.

And we’re here to help if needed, as free support is included in all plans.

Herodesk is hosted in the EU (Germany) and is 100% GDPR-compliant.

An AI Agent is an autonomous agent in Herodesk, trained on your business data that can write suggested replies to your customers emails, or be deployed in your live chat to function as an AI Chat bot on your website/webshop. They are configured to match your businesses brand and tone-of-voice.

AI Agents are billed per resolution. One resolution is either an applied suggested reply or a completed chatbot conversation. If the customer asks to be transferred to a human or if the chatbot cannot answer the customer’s question, it is not a resolution, thus not billed. We believe this is fair, as you only pay for the cases where the AI Agent is valuable and solves the customers’ questions.

First, create a live chat channel and add it to your website. Then, create an AI Agent in Herodesk and deploy it to your live chat. Then the AI agent will work as an AI Chat bot on your website.

You can always upgrade between our plans from your control panel. Upgrades take effect immediately, while downgrades are done at next renewal.

Yes. There are some limitations to our Herodesk Free plan (see above), but as long as you can work within those, it is indeed free of charge. If or when you need to upgrade to Herodesk Plus, your existing account will be upgraded, and all conversations, contacts, settings etc., will stay the same.

You can cancel your account at any time via the control panel. There are no cancellation fees. Suppose you cancel your account in the middle of a billing cycle. In that case, it will continue to function until the end of the billing cycle. At that time, we will have disabled the automatic renewal. The account will be disabled and later deleted if you do nothing more.

We only accept online payments with credit cards. We accept all VISA and Master Card credit cards.

Everyone automatically receives a 20% discount when committing to an annual payment plan instead of making month-over-month payments. For non-profits, educators, or students, please create your account and contact us, and we will provide you with an additional 25% discount.

As a general rule, we do not offer refunds; however, we strive to be fair, so there are exceptions listed in Section 4 of our Terms. E.g., if you forget to cancel your account just before renewal. You can find them here: Terms

Yes, you can change your billing frequency in your control panel. Any changes will be applied from the next renewal of your subscription.

No, unfortunately not. All users in your Herodesk will be on the same plan. Many of the functions, such as AI rules, work on all conversations, regardless of which user handles them. That’s why they must all be on the same plan.

Herodesk integrates with many different support channels, webshop platforms, ERP/CRM systems, etc. You can see the full list of integrations here.

No. Features are locked to the plans that are in. If you need something from a bigger plan, you must upgrade to that plan.

Yes, Herodesk includes a customizable live chat widget you can install on your website.

You can combine this with our AI Agents and deploy them in your live chat to have an AI Chat bot on your website, too.

Yes, we have an extensive library of video tutorials and documentation for all features. You can find the full documentation here: https://help.herodesk.io/en

All our customers have free and unlimited access to our support team. Write an e-mail to support@herodesk.io and our team will get back to you in a jiffy. Herodesk Plus customers are offered 1:1 video support when needed.

Send an email to support@herodesk.io and we’ll get back to you ASAP. We do not offer phone support, but we respond to emails promptly.

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Use Rules to automate Herodesk

How to use rules to optimize your inbox

Examples of how to use rules

Do you have questions about rules?

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