Setting up Assignment Rules | Online Help - Zoho CRM

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.


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 â€” 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: 
  1. The selected user is unavailable (not logged in or not available in shift).
  2. 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
    1. Import: A logged in user is one who initiates the action
    2. API: The user whose authtoken is used in the API
    3. Webform: User who created the webform rule. However, if they are deactivated or deleted, the super admin becomes the logged in user. 





    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • Configuring Workflow Rules

                                                                                                                Workflow Rules in Zoho CRM, are a set of actions (email notifications, tasks and field updates) that are executed when certain specified conditions are met. These rules automate the process of sending email notifications, assigning tasks and updating ...
                                                                                                              • FAQs: Workflow Rules

                                                                                                                What is a workflow rule? Workflow rules in Zoho CRM are designed to enhance productivity of the users and reduce manual work by automating routine activities in a business process. They allow you to create rules that can trigger different action ...
                                                                                                              • Assignment Threshold

                                                                                                                You can use Assignment Threshold to set an upper limit to the number of records that are assigned to individual users. This can be necessary for many reasons: Your customer-facing teams need to maintain their quality of engagement in order to drive ...
                                                                                                              • FAQs: Assignment

                                                                                                                What is an assignment rule and why do I need it? The growth of your business is proportional to how well your sales team is handling the leads inflow and how effective they are in handling the customers and associated deals. Assigning the leads and ...
                                                                                                              • Creating Workflow Tasks

                                                                                                                Workflow Tasks are among the actions associated to a workflow rule. A task is an activity that is assigned to a user. When you associate a workflow task to a workflow rule, it is automatically assigned to the user when the rule is triggered for the ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources