---
title: "What is Dedicated Hero?"
slug: "what-is-dedicated-hero"
description: "Once a Customer is assigned their Dedicated Heroes, they will always be routed straight to their Hero(es), regardless of Entry Point they choose to reach out to"
updated: 2025-01-16T19:48:05Z
published: 2025-01-30T20:02:11Z
---

> ## 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.

# What is Dedicated Hero?

The human connection is very powerful in giving your Customers an experience to remember. Give your high-touch VIP Customers the personal, white-glove service that keeps them loyal by assigning them their very own Agent/team of Agents — or, as we call them, Dedicated Heroes.

As the name suggests, once a Customer is assigned their Dedicated Hero(es), they will always* be routed to their Hero(es), regardless of the Channel they use to contact you, as long as their Hero(es) is available. That means instead of remembering a specific VIP email address or phone number, they simply reach out in the most convenient way for them and are directed to their Hero(es).

Contact Gladly Support to activate Dedicated Hero.

---

*If a Dedicated Hero assigns the Conversation to another Agent, Contacts are routed to the other Agent if that Agent is in the inbound Inbox until the Conversation is closed.

Users assigned the **Team Manager** or **Administrator** roles can contact [Gladly Support](https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team). Log into Gladly as one of these roles, click![hamburger-menu-icon(1)](https://cdn.us.document360.io/7047b671-c4f2-4df0-bb0a-b9b511fd2452/Images/Documentation/hamburger-menu-icon(1).svg)on the top-left corner, then click **Contact Gladly Support**. Gladly Support's primary operating hours are Monday through Friday, 6 AM to 6 PM Pacific Time, but you can submit a request anytime.

- Please select the correct business impact (P1 to P4).
- Most requests should be sent as a P4.