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

• Adaptación de zoho books a la nueva regulación de facturación electrónica

  La facturación electrónica será obligatoria para todas las empresa en España en 2025, en Francia probablemente también e imagino pronto en todos los países europeos. Ya en 2024 todas las empresa grandes tienen que utilizar el sistema de facturación electrónica.

• ZOHOBOOK Sales_QUOTE: To Add Discount At Each Line Item Table

  Hi, Our quote need to display with discount at each line item level as well. Try to edit template, >CUSTOMISE>EDIT TEMPLATE> Table, I can see template view with discount column, but when hit SAVE the template, view in PDF the discount column not shown.

• How to account for vat with postponed VAT accounting

  Hi everyone, looking for some help with postponed VAT accounting, I use DHL express for my imports and they used to pay the VAT for me and then invoice me. I could then log this as a bill and the VAT element from import was recorded as input VAT, all

• Weekly Automation Trigger for Equipment Calibration Reminder

  Dear Team, I’m currently working on an automation in the Equipment module. The goal is to track calibration schedules for tools — all of which require regular calibration. I’ve created an automation that sends email reminders for tools that are due for

• ADDDATE formula using 2 calculations

  Hello, I want to create an ADDDATE formula using 2 calculations, add 1 month and deduct 1 day. the formula that I need should look like this: ADDDATE(due_date, 1, "Months")+ ADDDATE(due_date, -1, "Days") Each row itself works fine, but when I'm trying

• Upgrading from Zoho Invoice to Books was a major downgrade in functionality for me

  I have been a user for many years of a free plan on Zoho Invoice for my personal consulting business. I recent upgraded my organization to Books since some of the additional functionality looked useful to me, and played around with the free trial for

• 🎉 Dynamic Org Chart for Zoho CRM Extension Published [2025]

  Hey Zoho CRM Community! We're thrilled to unveil our latest Zoho extension:🥁 Dynamic Org Chart for Zoho CRM 🎊 This extension is now available to transform the way your teams visualize, manage, and interact with org chart directly inside any Zoho CRM's

• Detailed General Ledger has problem of exporting out to excel and missing ledger details for some accounts

  I have been encountering some problems generating Detailed General Ledger report with Zoho books. Firstly, I cannot export out the report of Detailed General Ledger to Excel. It will show this error message "invalid value passed for sort column", and

• Upload a file to a File Upload Field through API

  Hello, Is there any way to upload a file to a custom file upload field in a module when doing an Update using the Record API? I've found and I am able to upload files to attachments but I don't know how to upload them to a field. I've checked the documentation at  https://www.zoho.com/crm/help/api/v2/#update-specify-records but the File Upload field type does not appear in the examples. Thanks

• Kaizen #131 - Bulk Write for parent-child records using Scala SDK

  Hello and welcome back to this week's Kaizen! Last week, we discussed how to configure and initialize the Zoho CRM Scala SDK. This week, we will be exploring the Bulk Write API and its capabilities. Specifically, we will focus on executing bulk write

• Automatic pricing feature for sales orders

  I am currently setting up my Zoho Inventory system and would like to implement an automatic pricing feature for sales orders. We have created a custom field called "brandline" for our items. All products with the same brandline value should have the same

• Ability to access VAT returns and submit them has disappeared.

  I have been using Zoho books successfully to submit quarterly VAT returns. Without reason I have lost that facility. I have followed all available instructions eg going into settings, taxes, VAT etc. without success. My registration number is there and

• How to automatically schedule a meeting After Blueprint Transition

  As part of our sales process, we require a technician to go to the customer's site and perform an installation prior to advancing to the next stage of the blueprint.  So this will require (a) scheduling a meeting for the technician to visit the customer's site and (b) a reminder phone call the day before the scheduled meeting. As I'm designing the Deal Blueprint, I see that I can automatically add a Task to the deal, but I can't add a Meeting or a Call. What am I missing?  There seem to be 3 types

• Zoho Recruit > Workflow

  I have created a workflow for my application module Whenever a record is created The condition , application status is 1st call invitation I have set this OI do not receive the email that was suppose to be send out

• [Webinar] Zoho Writer for SCM and logistics

  Creating, sharing, and distributing complex documents are constant challenges in the SCM and logistics industry. That's why our next webinar is focused on how to simplify these document workflows. Join us on Jul 10, 2025 for a Zoho Writer webinar designed

• Multiple locations but one parent company

  I am trying to configure my accounts that have multiple locations under one parent company to show separate locations in the portal.   

• Stock Count History in Product Details – Zoho Inventory

  Hello Zoho Team, When I perform a Stock Count for a product in Zoho Inventory, I would like to view the history of those stock counts later — especially from the product details page. Currently, I can perform the count and update the quantity, but I’m

• Create Project while winning potentials - Projects v3 api updated code

  Hi all, I've been using the built in function to create a project while a deal is closed won and noticed it had some missing fields when trying to reference the zoho projects v3 api documentation. Specifically the project group had some issues when adding

• [Free Webinar] Zoho RPA - OCR, PDF Automation, & More

  Hello Everyone! Greetings from the Zoho RPA Training Team! We’re excited to invite you to our upcoming webinar on the latest release updates for Zoho RPA, where we’ll unveil powerful new capabilities designed to make your automation journey smarter, faster,

• Merge feature parity with writer

  Hello Zoho team, I have run into a workflow limitation with Zoho Contracts and the lack of merge feature parity with what Writer can do. We have created a fairly complex merge process to create a statement of work based on several fields in our CRM which

• Export option in Contacts is missing

  Hello - I've been clicking around Zoho all morning trying to find the export option. It formerly was in the right hand corner, above the search box, but now I don't see it. I've looked everywhere - Am I missing it somehow? I've attached a screenshot.

• Formatting of cells changing by itself and formulas not always calculating automatically

  I'm new to Sheets and have been setting up a budgeting template that has many linked tabs. It's going fairly well except certain quirky things have been happening from time to time. 1- sometimes when I scroll up or down I lose formatting from a random

• Unable to open iOS Zoho CRM app

  i am unable to open Zoho CRM iOS App in iPhone 14 Pro Max v18.5 and it is crashing immediately after i click to open

• Whatsapp BOT with CRM

  Hello, how do you use Whatsapp integrations in zoho CRM?

• sync two zoho crm

  Hello everyone. Is it possible to sync 2 zoho crm? what would be the easiest way? I am thinking of Flow. I have a Custom Module that I would like to share with my client. We both use zoho crm. Regards.

• Side-by-Side view on Windows 11

  Is there a way to open two notes in a side-by-side view? I'm running Notebook on a Desktop running Windows 11. If this feature doesn't exist, do you have plans for it?

• Value shows in balance sheet for Goods in Transit

  We have transferred goods from one warehouse to another warehouse and accepted the same at another warehouse. Although my balance sheet shows X amount as goods in transit value. I don't understand, how to clear that  Can anyone guide us please?

• Resolution Time Report

  From data to decisions: A deep dive into ticketing system reports What are time-based reports? Time-based reports are valuable tools that help us understand how well things are going by breaking down key metrics over specific periods. By tracking, measuring,

• Ask for a quote to multple vendors

  We are able to send a Purchase order, but How can we Send a quote request to our vendor, once the value changes every time? I didn't see any feature like this in Zoho Books/ Inventory. Send this request with the Items that we want to know the cost, to

• Bigin merge field in email template for subject line to match lead name

  Hello We Are using email in to automatically create leads in our pipelines. When we want to reply from conversations, and apply an email template, it’s not matching the original subject line. It should be lead name to match. But it’s not working. Even

• How to create auto-link between Invoice and Quote in CRM

  It's strange that when you 'convert' a quote into an invoice, it doesn't auto-link the two. How can we develop an auto sync so we don't need to manually link each invoice to their respective quote?

• Why Are Columns Reset When Deleting Entry

  Hello, this is quite annoying. We use forms as a questionnaire for candidates, we filter entries by removing columns, when we delete an entry the columns reset. Every "delete" the columns reset, why!? Thank you

• Pi or Pie? A slice of infinity in customer service

  Hey everyone! While Pi Day is on March 14 (3.14), July 22 marks another special occasion: Pi Approximation Day! On this day, we recognize the mathematical constant π (pi ≈ 22/7); a number that's infinite, irrational, and never-ending. Pi is essential

• Configuración

  Hola acabo de instalar Zoho CRM y quiero configurarlo correctamente. Al respecto me surgen algunas dudas tales como la diferencia entre: Cuentas, posibles Clientes y Contactos. ¿Conceptualmente que son cada uno? ¿Como se se relacionan entre ellos? Si

• Why Can't I add unicode emoji's to my signature?

  Why would Zoho Mail prevent me from adding unicode emojis to my email signature? Every time I try to save the signature, Zoho Mail erases the emoji and any nearby content. Every time I setup something with Zoho, I know I'm going to run into some incredibly

• GL account associated to each supplier for new bill

  Hello I'm facing problem for all items of my bills that are not inventoried. The need is each time I enter new bill and after I select supplier the GL account section is autopopulated with default GL account (that I would like to add in supplier settings)

• LinkedIn verification link and otp not receiving

  For the last 2 to 3 weeks I'm trying to verify my LinkedIn account to access my company's LinkedIn page, Linkedin is sending verification links and codes to this email address but I have not received any codes or links. Please help me here. Looking forward

• Zoho reply to not working. just reply to my self

  Hello. i using on my wordpress website a contact form from Wsform. i can set the reply to email there. normally it works. but since i am using your wordpress plugin zoho mail it doesn`t work. its not using the reply to (email from customer). I just can

• Mail Merge Stuck in Queue

  I am trying to send Mail Merge's and it never sends out to the full list. It always hits a portion and the rest remain in the "Queue" - the emails I am sending are time sensitive, so I need this to be resolved or have a way to push the emails through

• SMTP Email Sending Not Working for My Domains and Apps

  Hello Zoho Support Team, I am experiencing a critical issue with sending emails via Zoho SMTP for my domain humanhup.com. Both of my applications, HumanHup and CheapUI, are unable to send emails using Zoho SMTP, even though the same setup was working

• Next Page