Spotlight #4 - Leverage the power of AI to get smart and intuitive lead assignment suggestion

In the fourth edition of our Spotlight series, we're going to discuss a few handy Zia features. Before we put the spotlight on Zia assignment suggestion and its importance, let's take a quick run-through of  what Zia actually does. 

Zia in CRM 

Zia is Zoho's artificial intelligence-powered assistant that works for across several Zoho products. In the context of CRM, Zia helps to simplify your sales routine. She uses machine learning to keep a tab on all your past interactions and gives you meaningful insights and suggestions. She predicts the likelihood of the deal closure date, suggests the products your clients might be interested in, and so if you are looking to generate reports, Zia does it in seconds and fetches the details in charts, pivots and tables. Zia drastically reduces manual effort and data errors in everyday tasks. 

Zia Record Assignment Suggestion 

Zia assignment suggestion leverages the power of data mining to recommend an ideal owner for the incoming leads. Automating the lead assignment process saves a lot of time and effort. It also reduces the inadvertent slips that may occur due to manual interventions.  

To understand this better, let's discuss an example - As a sales manager, you are used to assigning leads in a certain way based on parameters like region, industry type, and such. Zia understands your assignment patterns and helps you automate it. She observes the sales routines of your reps and suggests workflows to automate them. Let's say whenever a new lead is assigned to your sales rep, he/she sends a welcome email, schedules a call, creates a meeting request and, a task. Zia observes this routine, and will suggest workflows to automate these steps. The workflow suggestions can be previewed and implemented with ease.  Assigning a lead to an ideal owner would involve a lot of specifics - owner territory, schedule, availability, product interest, source, language, and dozens of other relevant criteria. A lot of these specifics get lost in the way and this lessens the chances of conversion. 

Zia record assignment lets you configure different criteria based on your industry's specifications like territory, product interest, lead source and other parameters, such that only the leads that satisfy the criteria will be automatically assigned to the selected representative. 

To enable Zia assignment suggestions, check the option during configuration of assignment rule under:

Settings--->setup--->Automation--->Assignment rule.

Create a new assignment and check for the option Zia suggested user.

   

Advantages of using Zia assignment suggestion 

Before assigning a record, Zia assignment suggestion takes into consideration      

 the user's mode of communication, status, and workload.

 

Mode of communication:

Zia will observe the type of communication a user frequently performs. She draws a pattern from the observation about the user's preferential mode of communication. 

For example, if a user mostly interacts with email as his/her preferred mode of communication, then records that have value in the email field will be assigned to that particular user. 

Status of the users: 

During the lead assignment set-up, if you check the "user availability before assigning record", then Zia looks into the user's availability. In other words, Zia checks whether the user logged into t CRM or not. If the user is not online, the record will be automatically assigned to the default user. 

Users workload: 

Zia will consider the threshold limit of each user before assigning the lead, that is, the number of) records a user manages in a day. If a user's threshold is 40 leads a day, then Zia will understand that the user has reached the maximum before the suggestion. Zia keeps a tab on the threshold limit and suggests users who have fewer records as per their daily limit. This ensures that the users are not overloaded, and the work is distributed evenly.

For salespeople, time is money. Zia helps eliminate time spent on mundane tasks by automating them so that your sales team can invest this time to close more deals efficiently.

 

• Topic Participants

• Shaveethira G

• Sticky Posts

• How to reach the official Zoho Support channels and avoid fake ones.

  Dear Customers, Thanks a lot for choosing Zoho! Our applications are built to help achieve your day-to-day business goals. We are committed to engaging with you, to understand and develop solutions that enhance your productivity.  We are happy and ready to help you use our services effectively. Understanding and avoiding fake support Just like using popular bank names and financial applications for phishing purposes, using Zoho and claiming to be providing Zoho Support or services with false numbers

• Function #35: Close all tasks associated with a lead and create a new task.

  Welcome back everyone! Last week, we learnt how to close all tasks of a deal depending upon the deal stage. This week, let's look at a custom function that lets you close all of the tasks associated with a lead while simultaneously creating a new task, like when you need to halt all progress towards a lead while the lead is not available at the moment but create a reminder task. Business scenario: The success of a company, in one way or another, is determined by the leads it gets. Each lead is just

• Zoho CRM Webinar - Redesigning Daily User Experiences with Canvas

  <br> Your users across roles use the CRM for day-to-day tasks that are necessary. Whether they perform their tasks on time, the right way, or at all depends on a lot of factors, including User Experience. Many businesses struggle with rigid layouts,

• Join us at the Canada ZUG Meetup: What’s New in Zoho CRM

  Hello Zoho Community! Start your year with fresh insights into Zoho CRM’s latest updates and tools. Whether you're a CRM beginner or a experienced user, this meetup is crafted to help you optimise your processes and leverage new features. Explore practical

• CRM Hack #2: Automate sending of birthday greetings to your customers.

    Hello everyone! What sets you apart as a sales person is your ability to add that personal touch to your business relationship with your customers. Sending a gift on a special day, or leaving a note wishing them on their birthdays, are small, yet significant actions that show your customers that you care. And these are actions done without any expectations :) You must be engaging with a lot of customers and it is highly unlikely that they all are your friends on Facebook or some social channel,

• Recent Topics

• Custom function return type

  Hi, How do I create a custom deluge function in Zoho CRM that returns a string? e.g. Setup->Workflow->Custom Functions->Configure->Write own During create or edit of the function I don't see a way to change the default 'void' to anything else. Adding

• Filter Based API request in Zoho Books using POSTMAN

  How do I GET only specified CONTACTS based on created time or modified time in Zoho Books using POSTMAN. In the api documentation, it is written we can apply filters but I need a sample request.

• URL validation

  We use an internal intranet site which has a short DNS name which Zoho CRM will not accept.   When attempting to update the field it says "Please enter a valid URL". The URL I am trying to set is http://intranet/pm/ Our intranet is not currently setup with a full DNS name and given the amount of links using the shortname probably isn't a feasible change for us.

• Has anyone been experiencing slow issues?

  Dear all, I just want to ask if anyone has been experiencing slow issues with Zoho Creator in the past two weeks? I worked with the ISP to improve network quality by changing routes and upgrading bandwidth, but nothing changed. I am in Vietnam.

• Zoho Projects Roadshows 2025 - USA

  Dear Users, After an amazing response to our roadshows in 2024, we are excited to be back for the second year in a row! Join our team of experts as they walk you through the most-used features in Zoho Projects, explore powerful automation capabilities,

• Billing Management: #6 Usage Billing in SaaS

  Imagine a customer shuffling across multiple subscriptions, a streaming service, a music app, cloud storage, and a design tool. Each one charges a flat monthly fee, regardless of how much or how little they use. Some months, the customer barely opens

• Is there anyone who has been experiencing issues regarding the Zoho Creator Certification Website in the past 2 weeks?

  Dear all , I just wanted to ask is there anyone who was planning on taking the Zoho Creator Developer Certification Test in the past 2 weeks and have been facing errors stating that the website is under maintennance and also not allowed to access the

• Directly Edit, Filter, and Sort Subforms on the Details Page

  Hello everyone, As you know, subforms allow you to associate multiple line items with a single record, greatly enhancing your data organization. For example, a sales order subform neatly lists all products, their quantities, amounts, and other relevant

• GST Slabs Redefined: Stay Compliant Using Zoho Books!

  Hello Everyone! The Government of India is rolling out new GST rates, a major reform aimed at simplifying the current tax structure starting 22 September 2025. GST will move from four slabs (5%, 12%, 18%, 28%) to two main slabs (5% and 18%), plus a special

• Allow syncing Activities from other applications

  Marketing Automation could be a much more powerful platform if you were able to sync activities into the platform (e.g. purchase, donation, etc) outside of a user doing something on your website. I'd love it if you could sync Custom CRM Modules as activities,

• Create static subforms in Zoho CRM: streamline data entry with pre-defined values

  Last modified on (9 July, 2025): This feature was available in early access and is currently being rolled out to customers in phases. Currently available for users in the the AU, CA, and SA DCs. It will be enabled for the remaining DCs in the next couple

• Global Sets for Multi-Select pick lists

  When is this feature coming to Zoho CRM? It would be very useful now we have got used to having it for the normal pick lists.

• Introducing Profile Summary: Faster Candidate Insights with Zia

  We’re excited to launch Profile Summary, a powerful new feature in Zoho Recruit that transforms how you review candidate profiles. What used to take minutes of resume scanning can now be assessed in seconds—thanks to Zia. A Quick Example Say you’re hiring

• Integración Books para cumplir la ley Crea y Crece y Ley Antifraude (VeriFactu)

  Hola: En principio, en julio de 2025, entra en vigor la ley Crea y Crece y Ley Antifraude (VeriFactu). ¿Sabéis si Zoho va a cumplir con la ley para cumplir con la facturación electrónica conectada a Hacienda? Gracias

• Ask the Experts #1

  Hello everyone! It’s time to transform how you manage projects. Define the processes. Automate the tasks. Streamline the workflows. Let us dive into automation in Zoho Projects — from configuring workflows and custom functions to building triggers, using

• Option to Customize Career Site URL Without “/jobs/Careers”

  Dear Zoho Recruit Team, I hope you are doing well. We would like to request an enhancement to the Career Site URL structure in Zoho Recruit. In the old version of the career site, our URL was simply: 👉 https://jobs.domain.com However, after moving to

• How to overcome Zoho Deluge's time limit?

  I have built a function according to the following scheme: pages = {1,2,3,4,5,6,7,8,9,10}; for each page in pages { entriesPerPage = zoho.crm.getRecords("Accounts",page,200); for each entry in entriesPerPage { … } } Unfortunately, we have too many entries

• Zoho Sheet - Printing - Page Breaks and Printing Customization

  I think the title is descriptive enough in that I cannot find help documentation on a simple task of adding in page brakes for separating pages on print. Thanks

• Checking if Creator has Change History

  Like zForms - whenever an entry was updated there's an option to attached change history to email notif. Trigger -> Successful form submission

• Zoho sites header

  Good day, Im stuck with this situation. I choose a template for my website creation. I have tweaked every instance of the visual editor, regarding the header, I have created created customize fonts presets... I have followed every single step. and my

• Your bot just got smarter: AI-Powered routing that reads between the lines

  What if your bot could tell the difference? Between a visitor who just needs a quick answer, someone actively comparing options, and a frustrated customer one click away from leaving? Most bots can't. They deliver the same response to everyone, missing

• Kaizen #152 - Client Script Support for the new Canvas Record Forms

  Hello everyone! Have you ever wanted to trigger actions on click of a canvas button, icon, or text mandatory forms in Create/Edit and Clone Pages? Have you ever wanted to control how elements behave on the new Canvas Record Forms? This can be achieved

• Unable to create embed code for resource of workdrive using API

  Hello Team, I am trying to create embed code for a resource using workdrive api in powershell, however facing some issues with injecting data in body. Followed Doc: https://workdrive.zoho.com/apidocs/v1/filefoldersharing/shareeveryone Please help, below

• how to use validation rules in subform

  Is it possible to use validation rules for subforms? I tried the following code: entityMap = crmAPIRequest.toMap().get("record"); sum = 0; direct_billing = entityMap.get("direct_billing_details"); response = Map(); for each i in direct_billing { if(i.get("type")

• Adding contact role to a specific deal js sdk malfunctioning

  i was trying to add the contact role to a specific deal contact but repeatedly i am getting this error: { "code": "SUCCESS", "details": { "statusMessage": { "code": "INVALID_DATA", "details": { "expected_data_type": "jsonobject" }, "message": "body",

• Q3 Updates from Bigin!

  Hey Biginners, Hope you’re doing great! As we approach the end of 2025, we truly hope Bigin has been a part of helping you build your dream business this year! We've been busy working behind the scenes to bring you features that make running your business

• New Series Announcement - Ecommerce Marketing Tips

  Running an online business is more than just having a website. It’s about getting the right customers to discover you, trust you, and keep coming back. To support your growth journey, we’re launching a weekly Marketing Tips series right here on Zoho Commerce

• Client Script | Update - Introducing Subform Events and Actions

  Are you making the most of your subforms in Zoho CRM? Do you wish you could automate subform interactions and enhance user experience effortlessly? What if you had Client APIs and events specifically designed for subforms? We are thrilled to introduce

• {"errors":[{"id":"500","title":"Servlet execution threw an exception"}]}

  Here's the call to move a file to trash. The resource_id is accurate and the file is present. header = Map(); header.put("Accept","application/vnd.api+json"); data = Map(); data_param1 = Map(); att_param1 = Map(); att_param1.put("status",51); data_param1.put("attributes",att_param1);

• Converting Sales Order to Invoice via API; Problem with decimal places tax

  We are having problems converting a Sales Order to an Invoice via API Call. The cause of the issue is, that the Tax value in a Sales Order is sometimes calculated with up to 16 decimal places (e.g. 0.8730000000000001). The max decimal places allowed in

• Zoho Canvas - Custom templates for related lists

  Hi, I see that the example pages load always one of our related lists in a custom template, but I dont know how to work with that:  1) How can i make my own custom templates for related lists?  2) Where and how can i check out existing custom templates?

• Kaizen #147 - Frequently Asked Questions on Zoho CRM Widgets

  Heya! It's Kaizen time again, folks! This week, we aim to address common queries about Zoho CRM Widgets through frequently asked questions from our developer forum. Take a quick glance at these FAQs and learn from your peers' inquiries. 1. Where can I

• open word file in zoho writer desktop version

  "How can I open a Microsoft Word (.doc or .docx) file in Zoho Writer if I only have the file saved on my computer and Zoho Writer doesn't appear as an option when I try 'Open with'? Is there a way to directly open the .doc file in Zoho Writer?"

• How to invite friends on other social media platforms to one of my group chats in arattai?

  Hello, I have formed chat groups in arattai. I want to invite my friends on other social media platforms like WhatsApp/ FB to one of my groups. Different friends would be invited to different groups. How to share an invite link of one of my groups to

• Zoho PDF editor has a lot of issues.

  Zoho PDF editor needs a lot of work. It hangs and glitches a lot. Deletes annotations and clearings randomly.

• Zohom mail

  Plz resolve the problem . I hope u understand .

• Zoho Sheet for Desktop

  Does Zoho plans to develop a Desktop version of Sheet that installs on the computer like was done with Writer?

• Workdrive on Android - Gallery Photo Backups

  Hello, Is there any way of backing up the photos on my android phone directly to a specific folder on Workdrive? Assuming i have the workdrive app installed on the phone in question. Emma

• Market cap

  Market cap formula?? Kaise nikale

• Clients not receiving emails

  I've been informed that my emails are not being received. Is there anything that I should look into to rectify this? Many thanks!

• Next Page