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

• Restrict Access/Shared Access

  Sometimes access to documents that go out from Zoho Sign need to be restricted or shared. For example: 1) HR department send out employment contracts. Any Zoho Sign admin can view them. Access should be restricted to those that HR would allow to view

• Tip#44: Integrate with Xero to manage your financial operations

  Managing your project finances becomes more efficient with Xero integration in Zoho Sprints. With this integration, you can sync your Zoho Sprints data with Xero. Once you sync them to Xero, you can easily create invoices in Xero. This feature significantly

• Zoho People Onboarding Unable to Convert to User

  Hello All I need help in this onboarding of candidate Currently at this stage the candidate is just being offered and we are filling in his details however not all information are fill up. The candidate is still using his/her personal email When i try

• Integration with SharePoint Online

  Is there an integration where we can add a Zoho Sign link to the context menu of a document in the SharePoint document library. Then, we could directly initiate a workflow of sending a document for signature from a document library in SharePoint onl

• White screen when connecting Zoho Cliq and Zoho People for birthday notifications

  Hi everyone, I'm new to Zoho and I'm trying to set up the employee birthday notifications, following this guide: Automating Employee Birthday Notifications in Zoho Cliq But when I try to connect Zoho Cliq with Zoho People, I just get a white screen and

• Word file is messed up when i upload it to zoho sign

  Hi. I am trying to upload a word file to zoho sign and when i do that it ruins the file, It adds spaces and images are on top of each other. What can i do? Thanks.

• Annotate widget?

  Is there something in creator or any zoho app that allows me to have an image markup field item in the form? I need to be able to complete a form that also allows the user to mark up a preloaded image. Other compay's call this an image markup field or

• Dashboards / Home Page - Logged In User

  Lots of the dashboards that we use reference the Logged In User.  We also set up Home Pages for specific roles, where the Logged In User is referenced within the custom view.  As an admin, that means that these views are often blank when customizing and

• I'm pissed as fuck

  What the hell Zoho! Always the same goddam problem. It takes time because the simplest things just don't fucking work. Today it just took me 3 hours to complete and send a 1page privacy letter to a client. And you know what 99% of the document was already

• Configure Notifications for API Limit

  Hello developers, APIs are essential for businesses today as they enable seamless integration between different software systems, automate workflows, and ensure real-time data sync. To ensure that admins are notified well in advance before APIs reach

• Introducing Blueprints for Custom Modules!

  Hello developers, We've added a new feature called Blueprints in Custom Modules. Blueprints are the online representation of a business process. In Zoho Books, you can use Blueprints to design a process flow using states and transitions. Developers can

• Campaign Links Blocked as Phishing- Help!

  We sent a Campaign out yesterday. We tested all of the links beforehand. One of the links is to our own website. After the fact, when we open up the Campaign in our browser, the links work fine. The links in the emails received, however, opened in a new

• Zoho Tables July 2025 Update: Smart Creation, Smarter Automation

  We’re excited to introduce a powerful set of updates across Web, Android and iOS/iPad apps. From AI-assisted base creation to advanced automations and mobile enhancements, this release is packed with features to help you build faster, automate better,

• Zoho Voice est désormais en France !

  Nous avons des nouveautés très intéressantes qui vont transformer la façon dont vous communiquez avec vos clients. Zoho Voice, la solution de téléphonie d'entreprise et de centre de contact basée sur le cloud est arrivée en France ! Vous pouvez enfin

• Numbers in MA

  I have an issue rationalising the various numbers around MA2. Not convinced that any are truly accurate. However have a specific problem in that i have a list with 1301 records in the list view. When i come to email there is only 1289 Then have another

• Android mobile app unable to log in

  When I open the mobile up for zoho mail it asks me to sign in, but when i push the sign in button nothing happens. Tried uninstalling and reinstalling still not working

• Pie chart in Zoho Analytics shows ridicoulous numer of decimals of a percentage.

  Is there a way to set the number of decimals of a percentage value in the Pie chart? Now it displays 15 decimals instead of a round-off value. The value is a count and percentage calculated in the chart, so there is no number of decimals that can be specified

• Zoho People > Leave Management > Unable to import balance leave

  Hello Zoho I am unable to import balance leave into the system I have follow the steps It show only 5 fields - the date field i am unable to select from date and to date Error Date in excelsheet

• Narrative 4: Exploring the support channels

  Behind the scenes of a successful ticketing system - BTS Series Narrative 4 - Exploring the support channels Support channels in a ticketing system refer to the various communication methods that customers use to contact a business for assistance. These

• Tip of the Week #65– Share email drafts with your team for quick feedback.

  Whether you're replying to a tricky customer question or sharing a campaign update, finding the right words—and the right tone—can be tough. You just wish your teammates could take a quick look and give their suggestions before you send it. Sometimes,

• How to Initiate WhatsApp Message on SalesIQ?

  I've just activated a Business WhatsApp phone number through SalesIQ because of its touted omnichannel chat approach. Sounds exciting. I understand that when a customer sends me a WA message, I can reply to it on SalesIQ and keep the chat going, perfect.

• Episode IV:Handling User Inputs in custom functions

  Hi Everyone, We've been exploring custom functions which help in performing advanced automation tasks. Custom functions enable you to achieve possibilities based on your organization's requirements. Custom functions require user inputs that allow the

• Set a lead as non-marketing if they opt out of email marketing

  I'm gathering Lead data via an enquiry form and wish to give them the option to opt out of marketing emails (which we send from Marketing Automation) whilst retaining the ability to send them non-marketing emails - so the email opt-out field doesn't work.

• Set up multiple IMAP email addresses

  Hi, I just started using CRM and its great, but I just found out I can only add one imap email address for incoming mail in the included salesinbox ...this is ridiculous. All companies have different email such as sales@domain, info@domain , personal@domain

• Zoho Recruit to Zoho People integration

  In the mapping of field from Zoho Recruit to Zoho People i am unable to map all fields What can i do

• Zoho Recruit > Career Site > Customisation

  Hi All I have created multiple career site to represent my different organization In my Quanta Media career site > I set it with the with Quanta Malta view In my job opening : Quanta Malta view 2 job opening In my URL for quanta media https://lri.zohorecruit.eu/jobs/Quanta-Malta

• Formatting Blueprint Stages (buttons)

  Is there a way to format Blueprint transition buttons in Creator like background colour, text colour etc.

• Disable Default Value in Multi-Select field

  Hello, Is there a way to disable the default value feature when setting up a custom Multi-Select field? When creating tickets I would like it so there isn't a value pre-selected in the multi-select custom field that was created.

• How to set custom business hours for different teams in Zoho Desk?

  Hi Zoho Team and Community, I’m trying to set different business hours for multiple departments in Zoho Desk. For example, our tech support team works 24/7, while our billing team is only available from 9 AM to 5 PM (Mon–Fri). Is there a way to assign

• Zia Auto Tag Keyword Clusters

  Is there a way to remove a keyword from a keyword cluster? We're finding that Zia auto-tag is tagging things incorrectly based on some words that don't really make sense.

• Centralized Domain Verification in Zoho CRM Plus

  Hi Team, I have a suggestion regarding Zoho CRM Plus. It's quite frustrating to verify the same domain separately for each application within the suite. It would be really helpful if you could introduce a centralized admin console—similar to what's available

• HOw do I make a refund?

  I have a client that needs a refund. I see a refund history in the Report area... but where do I go to make a refund?

• Creating a work order for dispatch

  We currently uses ZOHO for CRM and Intuit Field Service for creating Work orders and dispatching. This is causing double entry and is not efficient use of time.  I would like to use ZOHO for all customer related activities so can you tell me if you can :  Create a work order that we could manipulate to meet our needs.  Also if you could then dispatch that would be ideal. Thank you

• "code": "500","description": "Account not exists", mail api

  I have been through all the steps and have a functioning Oath access_token etc etc... I then GET https://mail.zoho.com/api/organization And get my zoid then GET http://mail.zoho.com/api/organization/<hidden>/accounts and get the account details, which

• Residual Formatting in Text Boxes After Undoing Pasting of Formatted Text

  Hi, guys! I have another problem to report. Actually, I have been aware of this for many months, possibly years, but I have been too lazy to report it to you. My apologies! Let's say you've pasted a formatted string into a text box. You change your mind

• Feature Request: Stripe Terminal Integration

  I would like to request the addition of Stripe Terminal integration to Zoho Books, which will help process in-person payments. While Zoho Books already supports online payments through Stripe, extending this functionality to include Stripe Terminal would

• Improved Security in SAML/OIDC Sign-in Redirection Flow

  To enhance the security of our authentication system, we’ve made a change to how SAML and OIDC sign-in redirections are handled. This update resolves a potential open redirection vulnerability and adds an extra layer of protection during the sign-in process.

• GA4 data

  Hi, I have data being pulled from GA4 into numerous tables. There are a few major errors in the source data. Eg for a period of time GA4 reported ecommerce sales that were $98 as $9,800 and $42 as $4,200. It's not happening now but my historical data

• Ask the Experts: Five-hour live Q&A session with Zoho WorkDrive product experts

  Have questions about WorkDrive 5.0? Let’s talk! We recently launched Zoho WorkDrive 5.0, packed with powerful updates to help your team work smarter, stay secure, and get more value from your business content. From content-centric workflows and AI-powered

• Lost Search Box with new UI Design

  I would like to suggest bringing back the Search Box in the new Zoho Project UI.  I use the search feature a lot and having to click the magnifying glass to type for a search is one extra click that we did not have with the old UI.

• Next Page