Introducing Channels and Facebook Messenger

This update brings three new things to Herodesk: 1) Block contact You can now block a contact in Herodesk. If you do so, all future messages from this contact will automatically be marked as SPAM. If a contact is blocked by mistake, you can always unblock him. 2) A new Junk folder We’ve added a new smart folder named Junk to all Herodesk accounts. It contains all messages that are marked as Spam. You can disable it in your smart folder settings if you don't want it. 3) Added conversation status to rules With this update, you can create Rules and Smart folders that filters based on the status of a conversation. We’ve also added a new Rule to all Herodesk accounts that automatically block a contact if you mark one of his conversations as spam. This rule is disabled by default but can be enabled in the Rules settings. Putting all this together, it’s now possible ensure that when you mark one conversation from a contact as spam, all future messages from that contact will also be marked as spam. And you can see all these conversations in the new Junk folder. In the future, we’ll add functionality to detect spam automatically, so you won’t have to worry about it.

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Anders Eiler

May 7, 2024

Today, we are introducing Rules: A new power feature that will let you customize how Herodesk works to fit your business needs better. Imagine this: When a conversation has been open (waiting for the customer) for more than 72 hours, close it automatically. When a new conversation is created, if its subject contains the words “automatic reply” or “out of office”, delete it. In other words, by creating rules, you can modify and automate the handling of a series of events in Herodesk. This becomes truly powerful when combined with contact custom fields, tags and smart folders. For example: When a message is received in a conversation, if it is inbound (sent by the customer) and contains the word “return”, add the tag “Return” to the conversation. If you also have a smart folder that contains all conversations tagged with “Return,” all conversations containing that word will now automatically be added to that smart folder! Or … When a new conversation is created, if the contact has more than 10.000 Instagram followers, add a “VIP”-tag to the contact. Given that you have a smart folder that contains all conversations from contacts tagged with “VIP,” you know you should prioritize these conversations. There are hundreds, if not thousands, of ways to build Rules. A Rule’s structure is always like this: WHEN - [something happens] THEN - [add one/more conditions or events] Rules can trigger when a conversation is created, updated or has been open or pending for more than X time, when a message is added to a conversation or when a contact is created or updated. Then, there are many variables upon which you can build your conditions, including message content and contact custom fields. You can have as many And-If conditions as you need to ensure your rule only applies when you want it to. And finally, you can apply one of the current 13 pre-defined events, such as: Change status or assignee on a conversationAdd/remove tags from conversations or contactsAdd an internal note to the conversationSend a message to the customerStart new conversationDelete conversation In the future, we’ll add more conditions and events, such as e-commerce metrics (if the customer has purchased for more than X within the last Y months) and AI (if the customer sounds super angry, tag them with X). The possibilities are endless, and we’d also love to hear your ideas and suggestions about what conditions and events would make sense to you. The new Rules update is available to all Herodesk Plus customers now.

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Anders Eiler

May 2, 2024

We are super excited to announce the release of a project that we’ve been working on for the past weeks: Herodesk is now available as an iPhone app, Android app, and a desktop app, that works across platforms. How to install the Herodesk App Our app is built on a technology called PWA, which stands for “progressive web applications.” This means it’s not installed via the App Store but instead via the internet browser on your device. To install the Herodesk app: Open your browser (this must be Safari on iPhone)Go to https://app.herodesk.ioEnter your organization identifier and then sign inClick the “Share” icon and click “Add to Home Screen” That’s it. You now have Herodesk as an app on your mobile device. Push notifications Besides being able to reply your customers on-the-go, our new app comes with push notifications as well. Once you’ve installed the Herodesk app on your device you can enable push notifications by: Open the app on your deviceClick the menu at the top rightClick your name at the bottomClick “Push notifications” in the menuEnable push notifications Then you can decide what kind of push notifications you want. You can choose to receive one every time a conversation is assigned to your, and/or every time a new message is received in one of your selected inboxes. Finally, you can choose to have the icon on your home screen display the number of pending conversations in one of your inboxes or smart folders. — The new Herodesk App has the same functionality as our online system, so you’re not missing out on any functionality by using the app. If you have any questions or feedback, don’t hesitate to reach out to us!

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Anders Eiler

Apr 19, 2024