---
title: "Prepare to Use Dedicated Hero"
slug: "prepare-to-use-dedicated-hero"
description: "To ensure customer success with a Dedicated Hero, it is important to prepare before beginning to use the Dedicated Hero feature."
updated: 2025-02-04T23:06:34Z
published: 2025-02-04T23:06:34Z
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.gladly.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Prepare to Use Dedicated Hero

| **REQUIRED USER ROLE** Administrator | **PERMISSION OVERVIEW** [View permissions by role](https://help.gladly.com/docs/managing-users-and-roles#roles-and-responsibilities) |
| --- | --- |

## Setup a Dedicated Hero team Inbox

If you’re planning to use a team instead of an individual Dedicated Hero, you’ll need to set up a new Inbox. Think about the following:

- What Inbox name should represent an Inbox staffed with Dedicated Heroes?
- Which Agents will be placed in the Inbox to serve as a team of Dedicated Heroes?

Once your Inbox is ready, you can start using **Make Hero** to make the new Inbox a Dedicated Hero for specific Customers.

## Identify which Customers receive a Dedicated Hero

Maybe the most important question to ask yourself when implementing Dedicated Hero is; who should get a Dedicated Hero when they contact us? Think about the following:

- A high-value Customer will appreciate increased continuity with a specific Hero. Remember, the Dedicated Hero becomes a trusted partner of the Customer.
- Do you have Customers who have expressed extreme satisfaction with a particular Hero? For example, maybe a Hero helped steer them toward making a successful purchase. You may want to pair the Customer with the Hero for future Conversations.
- With all the information the Customer Profile provides you, you likely have a sense of how complicated a Customer’s future inquiries might be. If you have a Hero whose particularly well suited to handle complex or intricate issues, making them a Dedicated Hero for this type of Customer will bring issues to a resolution faster.
- You can also use Dedicated Hero as a temporary assignment while an important exchange (big purchase, escalation, etc.) is occurring. Once the exchange is complete, you can unassign the Dedicated Hero

## Consider Rules with Dedicated Hero Conditions

It’s important to consider how to use [Rules](/docs/what-are-rules-and-its-components) to optimize the Dedicated Hero experience for Customers. Dedicated Hero has a single [Condition](https://help.gladly.com/docs/what-are-rules-and-its-components#2-conditions) that can be used with Rules, making its configuration fairly simple. Review how you might use each Condition:

### Condition – If a Dedicated Hero is assigned

When a Customer already has a Dedicated Hero, you might want to consider actions that you’d like to take when they reach out. For example, maybe your Customers know they have a Dedicated Hero. You could send an Auto-Reply Answer that informs them what will happen if their Dedicated Hero is unavailable.

![Conditions and actions for auto-reply settings in a customer service system.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/DH-Rule-Not-Available.png)

### Condition – If a Dedicated Hero is **not** **assigned**

If you plan to use Dedicated Hero for high-value Customers, you may want to set up Rules that route these Customers to a Dedicated Hero Team Inbox. This way, high-value Customers not already assigned a Dedicated Hero can be quickly assessed to see if they’re a good fit for a Dedicated Hero.

![Conditions and actions for assigning a Dedicated Hero Assessment based on customer topics.](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/DH-Assessment-Rule.png)