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Inbound Sales: Auto-Assign Leads to Sales Agents

Susan Swier Updated by Susan Swier

Business Goal: Automatically assign leads to a sales agent to reply to leads efficiently.

Benefits of Automatic Assignment

Use auto-assignment to:

  • Ensure all leads have an owner.
  • Distribute leads among agents fairly to prevent conflict over who gets leads.

Methods for Automatic Assignment

  1. Auto-assign leads to sales agents round robin to distribute leads equally.
  2. Auto-assign leads based on agent availability to respond to leads faster.

Auto-assign leads to sales agents round robin to distribute leads equally

Use this method when you want to assign leads to agents round robin.

Method objective

  • Automatically assign leads to sales agents round robin.

Workflow Setup

Tip: If you have multiple sales teams, use routing to assign to the correct team. Then use round robin assignment within the team.

Here’s how to use a Workflow to auto-assign leads to sales agents round robin.

screenshot of the assign to workflow step

Use the Assign To Step to automatically assign leads to agents round robin
Tip: There are best practices for the Assign To Step here.

Use the Assign To Step to automatically assign leads to agents. Choose your assignment method in the configuration panel.

  1. Select the Assign To Step from the dropdown and select Assign to a user in specific team from the Action menu.
  2. Select the team you want to assign to.
  3. Under Assignment Logic, select Assign to users round robin.

With these settings, leads will be assigned to agents round robin regardless of how many open Conversations they have.

screenshot of how to use the assign to step to assign users round robin

Auto-assign leads based on agent availability to respond to leads faster

Use this method when you want to reply to leads as quickly as possible.

Method Objective

  • Distribute agent workload based on availability

Workflow Setup

Use the Assign To Step to assign leads to agents based on availability.

  1. Select the Assign To Step from the dropdown and select Assign to a user in specific team.
  2. Select the team you want to assign to.
  3. Under Assignment Logic, select Assign to the users round robin.
  4. Under Advanced Settings, select Only assign to online users.
screenshot of an auto assignment workflow to assign leads to online agents

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