Setting Assignment Rules

A sales success is closely coupled with the everyday activities of the reps, such as - number of follow-ups, promptness in getting back to the customers, offering quick answers to their queries, and responding to the support tickets. All these factors play a crucial role in moving the leads rapidly through the sales funnel, eventually leading to a successful sale closure. An important aspect in achieving the above depends on how well-organized and planned the lead assignment process in an organization is.

Most businesses rely on multiple sources to generate leads. With each lead/customer having disparate requirements, it is best to avoid assigning them randomly to the reps. Instead, they could be assigned to reps who have an expertise with managing leads from a region or a specific product. However, doing so manually could prove to be quite challenging.

Zoho CRM's assignment rule tool is designed to let you automate the lead assignment process by defining rules based on which leads are assigned to a set of reps. You can configure different criteria (value or field) based on your industry's specifications like territory, product interest, lead source etc., such that only the leads that satisfy the criteria will be automatically assigned to the selected rep. By automating the lead assignment process, you can save a lot of time and effort and also reduce the inadvertent slips that may occur due to manual interventions.

Availability

Permission Required

Users with {Module} assignment rules permission in their profile can access this feature.

Check Feature Availability and Limits

Points to remember

You can associate up to 25 different criteria in each rule entry.
You can use Assignment rules for the records generated through import, Webform, and API only.
You cannot use Assignment Rules if you are creating the Records manually.
In the List View, you can reorder rule entries to change the sequence in which the rule entries need to be executed.
If a user is an unconfirmed user, ownership will not be assigned to them.

Creating Assignment Rules

You can create an assignment rule for leads, contacts, deals, cases, and custom modules. Configuring assignment rules consist of the following steps.

Step 1. Enter the basic details

You should specify the module, rule name and description.

Step 2. Select the records to which the rule applies

The rule can be created either for all records or selected records based on a criteria. The condition can be set to match a field's value or another field.

Note. Here's a list of field types that can and can't be compared.

Field Type	Comparator	Field types that can be compared	Field types that can't be compared
Single Line Multi-line Picklist Auto-number	is isn't	Single line Multi-line Email Phone Auto-number URL Picklist Lookup	Number Currency Decimal Percent Long Integer Date Data time Multi-select Multi-user lookup Tag Boolean Owner Lookup User Lookup
Single Line Multi-line Picklist Auto-number	contains doesn't contain starts with ends with	Single line Multi-line Email Phone Auto-number URL Picklist Lookup Number Currency Decimal Percent Long Integer	Date Data time Multi-select Multi-user lookup Tag Boolean Owner Lookup User Lookup
Email	is isn't	Single line Multi-line Email Auto-number Picklist Lookup	Phone URL Number Currency Decimal Percent Long Integer Date Data time Multi-select Multi-user lookup Tag Boolean Owner Lookup User Lookup
Email	contains doesn't contain starts with ends with	Single line Multi-line Email Phone Auto-number URL Picklist Lookup Number Currency Decimal Percent Long Integer	Email URL Number Currency Decimal Percent Long Integer Date Date Time Multi-select Multi-user Lookup Tag Boolean Owner Lookup User Lookup
Phone	is isn't	Single line Multi-line Phone Auto-number Picklist Lookup	Email URL Number Currency Decimal Percent Long Integer Date Date Time Multi-select Multi-user Lookup Tag Boolean Owner Lookup User Lookup
Phone	contains doesn't contain starts with ends with	Single line Multi-line Email Phone Auto-number URL Picklist Lookup Number Currency Decimal Percent Long Integer	Date Date Time Multi-select Multi-user Lookup Tag Boolean Owner Lookup User Lookup
URL	is isn't	Single line Multi-line URL Auto-number Picklist Lookup	Email Phone Number Currency Decimal Percent Long Integer Date Date Time Multi-select Multi-user Lookup Tag Boolean Owner Lookup User Lookup
URL	contains doesn't contain starts with ends with	Single line Multi-line Email Phone Auto-number URL Picklist Lookup Number Currency Decimal Percent Long Integer	Date Date Time Multi-select Multi-user Lookup Tag Boolean Owner Lookup User Lookup
Date Time	equal not equal less than greater than	Date Time	Single line Multi-line Email Phone Auto-number URL Picklist Date Number Currency Decimal Percent Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Date	equal not equal less than greater than	Date	Single line Multi-line Email Phone Auto-number URL Picklist Date Time Number Currency Decimal Percent Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Currency	equal not equal less than less than or equal greater than greater than or equal	Currency	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Number Decimal Percent Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Number	equal not equal less than less than or equal greater than greater than or equal	Number	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Currency Decimal Percent Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Long Integer	equal not equal less than less than or equal greater than greater than or equal	Long Integer	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Currency Decimal Percent Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Decimal Percent	equal not equal less than less than or equal greater than greater than or equal	Decimal Percent	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Number Currency Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup
Owner Lookup User Lookup	is isn't	Owner Lookup User Lookup	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Number Currency Decimal Percent Long Integer Multi-select Lookup Tag Boolean
Boolean	is	Boolean	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Number Currency Decimal Percent Long Integer Multi-select Lookup Tag Owner Lookup User Lookup
Multi-user Lookup Multi-select Tag Data Source Layout Wizard	-	-	Single line Multi-line Email Phone Auto-number URL Picklist Date Date Time Number Currency Decimal Percent Long Integer Multi-select Lookup Tag Boolean Owner Lookup User Lookup

* This is not supported for Encrypted Fields.

Step 3. Assign record to

The records can be assigned to the users either based on category or condition.

Category - The record can be assigned to individual users or users in roles or groups. When multiple users are selected, the records will be assigned based on the round-robin pattern.

Condition- The user will be assigned to a record based on the defined criteria, such as the country they are handling. For instance, Steve handles records from India, and Jerusha handles records from the USA. When a lead from USA comes in, it will be assigned to Jerusha.

Step 4. Check user's availability before assigning a record

While assigning records you can choose to check the user's availability. The availability of the users is checked based on online status (logged in to CRM) and/or shift timing (if it is mentioned in the company details).

You can choose either of the two options or check both checkboxes — Online status and Shift timing. This enable assignments to be made considering a user's availability online AND when they are actively within their designated shift hours.

Note: There will be maximum of 5 mins delay in fetching online users status. (An online user is one that is online on web)

Step 5. Assign a follow-up task to the user

Once the record is assigned to the user, you can add a follow-up task too. For example, you can specify if the user should call or send an email to the lead after the record is assigned.

Step 6. Assign Default User

In step 3 you would have selected some users. There can be cases when the records cannot be assigned to these users, then it is advisable to select a user (default user), to whom the records will be assigned. Following are the reasons when the record will be assigned to the default user:

The selected user is unavailable (not logged in or not available in shift).
The user is deactivated or deleted from the CRM account.

Note

A default user can either be a logged in user (who has initiated the record action) or any other user in CRM. A logged in user for the following cases are

Import: A logged in user is one who initiates the action
API: The user whose authtoken is used in the API
Webform: User who created the webform rule. However, if they are deactivated or deleted, the super admin becomes the logged in user.

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