Lead Assignment & Reassignment

When to Use

Perfect For:

• Leads imported but not yet assigned to anyone
• Bulk assignment to multiple team members
• Strategic assignment based on lead criteria
• New team members starting their lead portfolio

Key Benefits:

• Assign multiple leads simultaneously
• Control who gets which leads
• Maintain lead quality through selective assignment

Step-by-Step Process

Assignment Process:

Assignment Status

Understanding Assignment Status:

Visual Indicators:

• 👤 Assigned leads show team member photos in sequence
• 📝 Update history displays who made recent changes
• 🔍 Filter by assignee by clicking team member avatars

Repository Function: Lead Bank serves as your central lead repository. Leads here cannot be edited until assigned to Active Leads.

When to Use

Perfect For:

• Leads you’ve already accepted and are working on
• Transferring to specialists or specific team members
• Workload balancing during busy periods
• Handoffs for vacation or sick leave coverage

Key Difference: These are leads you’ve received through lead capture or accepted from notifications.

Assignment Process

Reassignment Steps:

Access Control

Field Selection Control:

Record Access Options:

• Keep in your view - You can still see and monitor the lead
• Remove from your view - Lead disappears from your Active Leads list

Assignment Types

Assignment Type Options:

Assignment Conditions

Assignment Conditions:

Configure Rules Based On:

• Lead Status - New, Contacted, Qualified
• Lead Source - Specific campaigns or channels
• Location - Geographic targeting
• Custom Fields - Your business-specific criteria

Assignment Settings:

• Assignment Fields - Choose which data to share
• Lead Details - Toggle acceptance modal display
• Notification Preferences - How team members are alerted

Member Roles

Team Member Responsibility Types:

Role Logic

Assignment Logic:

Role Priority: Primary → Overflow → Backup

Important Rules:

• One person can only have one role per assignment rule
• You can have multiple people in each role
• System checks capacity and availability before assignment
• Roles can be adjusted anytime without losing data

Member Setup

Member Configuration:

For Each Team Member:

• Click “Add Member” to include in assignment pool
• Set Max Leads limit per member (daily/weekly)
• Configure Working Hours and Holiday Periods
• Choose role level (Primary, Overflow, or Backup)

Capacity Management:

• Prevents overloading team members
• Automatic overflow to next available person
• Respects individual availability settings

Working Schedule

Working Schedule Configuration:

Schedule Benefits:

• Prevents assignments outside working hours
• Respects individual team member preferences
• Automatically adjusts for different time zones

Holiday Management

Holiday Period Setup:

Configuration Options:

• Start/End Dates - Define holiday periods
• Description - Add context for time-off (e.g., “Annual Leave”, “Conference”)
• Automatic Exclusion - Members won’t receive leads during holidays
• Backup Assignment - Leads automatically route to available team members

Use Cases:

• Annual vacations
• Sick leave
• Conference attendance
• Public holidays

Advanced Features

Advanced Package Features:

Advanced Features Include:

• Individual working hour customization
• Holiday period management
• Automatic backup assignment
• Time zone handling
• Capacity overflow management

Basic Reassignment

Reassignment Modes:

Timeout Settings:

• Response Timeout - 30 minutes (when to reassign if no response)
• Lead Update Timeout - 30 minutes (when to reassign if no activity)

Advanced Rules

Advanced Reassignment Rules Adv.

When to Use Advanced Rules:

• Reassign leads based on specific status changes
• Handle leads moving through your sales pipeline
• Automatically redistribute based on lead progression

Rule Components:

1. Trigger Conditions:

• When: Lead status changes
• From Status: Original status (e.g., “New”, “Contacted”)
• To Status: Target status (e.g., “Qualified”, “Not Interested”)
• After: Time delay before reassignment (0 minutes = immediate)

2. Reassignment Actions:

• To Assignment Pool: Choose which team members receive the reassigned lead
• Send Notification: Alert new assignee about reassignment
• Blacklist Member: Prevent original assignee from receiving this lead again

3. Record Access Control:

• Remove from Member’s View: Original assignee loses access
• Reassignment Fields: Select which data transfers to new assignee

Rule Examples

Example Advanced Rule:

Scenario: Lead Rejection Handling

Trigger: When lead status changes from “New” to “Not Interested” Action: Reassign to “Follow-up Team” after 0 minutes
Result: Specialist team handles rejected leads for nurturing

Another Example: Escalation Rule

Trigger: When lead status changes from “Contacted” to “Needs Manager” Action: Reassign to “Sales Managers” after 5 minutes Result: Complex leads automatically escalate to experienced team

Assignee Notifications

Notifications for Assignees:

Assigner Notifications

Notifications for Assigners:

Setup Tips

✅ Setup Recommendations:

• Start Simple: Begin with basic assignment rules, add complexity later
• Test Small: Use small lead volumes initially to verify rules
• Set Realistic Limits: Base max lead limits on actual team capacity
• Document Rules: Keep team informed about assignment logic
• Regular Reviews: Assess rule effectiveness weekly

Team Management

⚡ Team Management:

• Keep Schedules Updated: Maintain current working hours
• Plan Holiday Coverage: Set up holiday periods in advance
• Monitor Response Times: Track team response performance
• Adjust Capacity: Modify limits based on performance data
• Communication: Ensure team understands acceptance process

Optimization

🎯 Continuous Optimization:

• Review Patterns: Analyze assignment patterns weekly
• Adjust Limits: Modify max leads based on team performance
• Update Roles: Change team roles as skills develop
• Monitor Success: Track conversion rates by assignee
• Iterate Rules: Refine automation rules based on results