Description: This tool allows you to define precise rules to automatically assign new clients (or existing clients who meet certain conditions) to the relevant operators or teams within the system.
What is it for? (Practical examples)
Use Automatic Client Assignment to optimize workflow and ensure that each contact is managed by the right person.
- Load balancing: Evenly distribute new leads among sales team members, preventing any single operator from being overloaded.
- Specialization: Automatically assign clients coming from a specific marketing campaign (list) or who have a certain label (e.g., "VIP") to operators specialized in that segment.
- Capacity management: Set maximum client limits that an operator can handle, ensuring assignment stops when capacity is reached.
Main Features
1. Rule-based automatic assignment
You can define one or more assignment criteria that are executed every time a new client is added or when certain marketing actions occur.
- Multiple criteria: Each criterion can be based on:
- Membership in specific Marketing Lists.
- Application of specific Labels to the contact.
- Fulfillment of Complex Conditions (via the Query Builder).
- Recipients: Assignment can be directed to specific Users or to all users holding certain Roles.
- Rotation (Round-Robin): If enabled, the system assigns clients sequentially to available users, ensuring an even distribution. If disabled, the client is assigned to all users defined in the criterion.
2. Capacity limits per operator
Each operator can have a maximum limit of clients they can manage simultaneously. If an operator reaches this limit, they are excluded from the automatic rotation until space is freed.
3. Integration with Pipeline (if active)
If the Pipeline module is active, you can define specific capacity limits for each Pipeline group. The operator is excluded from assignment if they have reached the contact limit in a specific work stage.
4. Mass manual assignment
Allows you to start a one-time assignment process on a group of existing clients (filtered by Lists or Labels), useful for reorganizing lead ownership.
How to configure
Configuration is divided into two areas: Global Rules (in the main module panel) and Operator Options (in the user management panel).
1. Global Rules Configuration (Automatic Assignment)
This section defines how and to whom the system should assign clients. You can add multiple assignment criteria, which are executed in order.
| Field | Description |
|---|---|
| Assignment criterion | Choose whether to filter clients based on Marketing Lists, User Labels, or Complex Conditions. |
| Select lists/labels/conditions | Define the specific filters the client must meet to fall under this criterion. |
| To which users do you want to assign... | Select the specific operators who will receive the clients. |
| To which roles do you want to assign... | Select the roles (e.g., "Junior Sales") that will receive the clients. |
| Assign in rotation | If checked, the system distributes clients one by one among available users, respecting their capacity limits. If unchecked, the client is assigned to all selected users and roles. |
2. Operator Limits Configuration (User Management)
These settings are found in the "Automatic client assignment" section within each operator's profile.
| Option | Description |
|---|---|
| Total assignable client limit | The maximum number of clients the operator can have in charge. If this limit is reached, the operator is excluded from automatic rotation. |
| Pipeline assignment | If the Pipeline module is active, you can enable specific Pipeline groups and set a Simultaneous contact limit for each. This limits the number of contacts the operator can have in that specific work stage. |
3. Manual Assignment
This section allows you to perform a mass assignment on clients already in the system.
1. Assignment criterion: Select whether to filter clients based on Lists or Labels.
2. Select lists/labels: Define the target client group.
3. Recipient users: Select the operators to whom the clients will be assigned.
4. Behavior with current owners:
- Keep only new owners: Old owners are removed.
- Keep both old and new owners: New operators are added to the existing owners list.
5. Click Assign leads to start the process.
Automatic integrations
The module operates invisibly in the background, reacting to key system events.
Immediate assignment
Automatic assignment is executed immediately when:
- A new client is added to the system.
- A marketing automation or specific campaign triggers an assignment.
Automatic communication routing
In the module's "Settings > Email" section, the following option is available:
- Send requests to operators instead of the site admin: If enabled, when a client sends a communication (e.g., via the internal messaging system), the system checks who is the assigned owner of that client and routes the conversation directly to them, instead of the general administrator.
Key differences
This tool is essential for workload management and fair distribution. Unlike simple manual assignment, Automatic Client Assignment ensures contacts are distributed based on predefined rules and, above all, considering each operator's management capacity.
