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How do I configure an auto-assignment?

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Auto assignment is a sales automation that helps make life easier for all salespeople. With auto-assignment, leads are automatically assigned to your sales team via intelligent rule configuration. Automate the assignment process to make sure no leads fall through the cracks.

  1. Click the Settings icon on the side menu bar 
  2. Click Auto assignment on the left navigation bar
  3. Click on the New assignment button at the top right-hand corner
  4. Type in the Assignment name of your choice (eg. Leads from October campaign)
  5. Select or add a new user group by typing the user group name of your choice
  6. Add users to be assigned (eg. internal sales staff, agents, or any user that has an MHub account within your company)
  7. Select the module you would like the automation to apply to (eg. Lead module would mean that it would apply to leads only)
  8. Step 1
    1. Add rule if you would like to have certain exceptions for your assignment
    2. Select lead field to determine what the rule is based on
    3. Choose a value of that field
    4. Click next
  9. Step 2
    1. Decide if you want to have the same leads reassigned by using the toggle
    2. If the toggle’s ON, you would need to decide to reassign either ONLY unassigned new leads or also include inactive Contacted leads
    3. Select the time period rule (eg. selecting "Lead field Last activity is greater than 30 minutes" would mean that if the last activity is not updated by the assignee in 30 minutes, the lead will be reassigned)
  10. Click Create / Save

Auto-assign leads

  • Which leads will be auto-assigned (Action)?
    • Leads imported via CSV file (if assignee is unassigned)
    • Leads added from form submission (if assignee is unassigned)
  • Which users will be assigned?
    • Leads will be assigned to each user in selected user group via round-robin
  • What rules can be set?
    • The system is able to route leads more intelligently to the right person via rules.
    • Rules can be configured by AND or OR condition
      • Campaign name
        If you select a campaign, the projects will be filtered to show the relevant project names only
        This applies to:
        Leads that are submitted from forms (will follow the campaign of that form)
        Leads that are imported with campaign id
      • Country
        This applies to:
        Leads that are submitted from forms with mapped country field
        Leads that are imported with country 
      • Project name
        This applies to:
        Leads that are submitted from forms with mapped project name field
        Leads that are imported with project id 
        Note:
        Selecting multiple project names in the same field will mean that the lead must have the corresponding projects 
        Example:
        Project name is A,B,C
        OR 
        Project name is A,B
        The above example means that the lead will need to be either interested in A and B and C or A and B
      • Source
        This applies to:
        Leads that are submitted from forms with source field
        Leads that are imported with source
      • Race
        This applies to:
        Leads that are submitted from forms with race field
        Leads that are imported with race

  • What are the exceptions?
    • Does not assign older records that were added BEFORE the assignment was configured
    • Will not assign leads that are added individually via the "New Lead" button (as those will be assigned to the user that has added it)
    • Will not assign leads that have already chosen a preferred salesperson/agent from an MHub Form
    • Does not reassign when user makes changes via editing the lead
    • Leads from submissions or imports will be assigned back to same assignee if:
      • That lead already exists in the database with an existing assignee
      • The assignee is a member of the user group in the auto assignment configuration
      • If assignee is not in the user group, the system will not assign back to existing assignee and will proceed to assign the lead to other users in group via round robin
      • If there are multiple assignees existing, system will take the oldest record assignee
  • How does the assignment run?
    • By sequence. If you have setup multiple assignments, each will run according to the number specified

Reassign inactive leads

  • Which leads will be reassigned (Action)?
    • All inactive leads with assignee that meets the assignment rules, AND
    • Have no activity within the rule time
  • Which users will be assigned?
    • Leads will be assigned to each user in selected user group via round-robin
  • What rules can be set?
    • The system is able to route leads more intelligently to the right person via rules.
      • Lead stage is
        • New (mandatory)
        • Contacted
      • Last activity is greater than:
        • 30 minutes
        • 2 hours (recommended)
        • 4 hours
        • 12 hours (half a day)
        • 24 hours (1 day)
        • 48 hours (2 days)
  • What are the exceptions?
    • Does not reassign when user makes changes via editing the lead, updating the stage, call, email, Whatsapp, etc
    • Does not reassign between 8pm to 8am
    • Manually unassigned by user role level 1 or 2
  • How does the re-assignment run?
    • The lead will be perpetually reassigned until it does not match the reassignment rule
    • For the leads captured in off-hours (8pm to 8am), the inactivity timer will start from 8am the next day
    • Editing or updating the lead will stop the reassignment until the said time frame is fulfilled again, it will then reassign even though there is past activity

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