How to Auto-Assign Leads to Sales Agents

Business Goal: Automatically assign leads to a sales agent to reply to leads efficiently.

Benefits of Automatic Assignment

Use auto-assignment to:

• Ensure all leads have an owner.

• Distribute leads among agents fairly to prevent conflict over who gets leads.

Methods for Automatic Assignment

1. Auto-assign leads to sales agents round robin to distribute leads equally.

2. Auto-assign leads based on agent availability to respond to leads faster.

Auto-assign leads to sales agents round robin to distribute leads equally

Use this method when you want to assign leads to agents round robin.

Method objective

• Select a Workflow Template and customize steps if needed

• Automatically assign leads to sales agents round robin & notify leads

Workflow Setup

There are workflow templates set up by our team that you can use immediately. These templates can be edited to fit your business needs.

Learn more about Workflow Templates here.

Select a Workflow Template and customize steps if needed

On the IS-Messenger platform menu, click Workflows > + Add Workflow. Then, click Assignment: Round Robin > Use Template

The workflow template is set up with an Assign To Step when a conversation is opened to assign leads to the sales team in a round robin sequence.

Customize your welcome message as desired.

Tip: If you have multiple sales teams, use routing to assign to the correct team. Then consider using round robin assignment within the team.

Automatically assign leads to sales agents round robin & notify leads

Tip: There are best practices for the Assign To Step here.

Configure your Assign To step by selecting the team you want to assign to. With these settings, leads will be assigned to agents round robin regardless of how many open Conversations they have.

Then, customize the assignment message if needed.

Complete the setup by clicking on Save and Publish to activate the Workflow.

Auto-assign leads based on agent availability to respond to leads faster

Use this method when you want to reply to leads as quickly as possible.

Method Objective

• Select a Workflow Template and customize steps if needed

• Distribute agent workload based on availability & notify leads

Workflow Setup

Select a Workflow Template and customize steps if needed

On the IS-Messenger platform menu, click Workflows > + Add Workflow. Then, click Assignment: Round Robin + Online Only > Use Template

The workflow template is set up with an Assign To Step when a conversation is opened to assign leads only to online agents in the sales team in a round robin sequence.

Customize your welcome message as desired.

Tip: If you have multiple sales teams, use routing to assign to the correct team. Then consider using round robin assignment within the team.

Distribute agent workload based on availability and notify leads

Tip: There are best practices for the Assign To Step here.

Configure your Assign to step by selecting the team you want to assign to. With these settings, leads will be assigned to only online agents round robin.

Then, customize the assignment message if needed.

Complete the setup by clicking on Save and Publish to activate the Workflow.