In Operate, it is possible to set up rules that will automatically assign leads to different users depending upon specific criteria you set.
This is helpful if you have different people handling leads for different types of enquiries or for different locations, or both!
Auto Assignment will work whether the lead is entered manually, received through LeadDADI or submitted from your website using Web to Lead.
To create a new auto assignment, go to Settings > Customize > Leads > Auto Assignments and click the New button a the top of the list of any pre-existing assignments.
In this guide, we will look into:
- Naming and Activating Your Assignment
- Adding Rules
- Changing the Rule Order
Good to Know
Operate only allows one Auto Assignment to be active, therefore if you create and activate a second one, the existing Auto Assignment record will be deactivated.
To create detailed configurations, we recommend using the Rules (explained below), where you can set up a wide variety of filters according to which your assignments will be made.
Please only use this area to assign your leads - you can use multiple rules of the one assignment record that can be active at a time, to create complex assignments using different filters and assignees. Creating additional workflows may cause your assignments to stop working, due to potential filter overlap. This is an aspect to be cautious about when creating your assignment rules as well - if you have multiple rules, please do not use the same exact filter on more than one. This can confuse the system and one or more assignments may stop working.
Naming and Activating Your Assignment
First, enter a name for your assignment so that you can easily identify it in the future. Next, tick the box below if you would like to activate the assignment right away. Save your settings when you are ready.
You will now be taken back to the list of auto-assignments. Click the name of the one you have just created in order to continue. Do not click the pencil to edit it; simply click the name link.
Once you have reached the assignment details screen, you will see the basic information that you have just added; along with system information and a Rules section, where you can choose how your new assignment behaves.
To add a new rule, click New, at the top of the Rules section.
Let’s set up a rule that will assign all leads coming from LeadDADI to a specific user/member of our organization.
Step 1 - Give your rule a name
Step 2 - Select the criteria for this rule entry
Here is where you can add different filters that will restrict your auto response to a set of criteria.
- Select a Field Name from the available list - For our example, we will choose Converted.
- Choose a Condition - We will select equals.
- Enter a Value - The value field might require free text or allow you to choose from a list of options. Here we will select False. This means that our criterion is: “Converted equals/is False”.
- Repeat these steps if you want to add more criteria.
- Use the Add New button to add more filters; or the Add Logic button to specify AND and OR conditions for your filters, which change the default AND relationship between each filter.
When adding logic, it’s good to know that:
- AND ties two fields together, so that your results contain both or all fields (e.g.: 1 AND 2 AND 3).
- OR will make your rule consider either one field or the other; depending on your selection. (e.g.: 1 OR 2 OR 3).
- You can combine AND and OR in more complex expressions; in which case you can use parentheses.
You can apply as many criteria for the assignment as you need using the filters. Just click on 'Add new filter row' if you want to add more than 5.
Note: When creating multiple assignment rules, please be careful not to use the same exact filter in more than one rule. This ca confuse the system so one or more of the assignments in question may stop working.
Step 3 - Select the User, specify the sender name / email and select a template
Now select the user to whom you would like to assign these leads.
Below, select the email template that will be used for this purpose. This template needs to have been previously defined under Settings > Templates > Email Templates. Read more about editing email templates.
The user will receive this as notification every time a new lead is assigned to them. It will be sent to the email address in their User record.
You can also check the Send SMS box and this will send an SMS message to the User to alert them every time a new lead is assigned to them. It will go to the Mobile Number in their User record.
Click Save (top left of the screen) and then click on New to add as many rules as you need.
Note: The Auto Assignment templates are default templates. To edit the Email and SMS templates in order to customise them for your organisation go to Your Name > Settings > General > Templates > Email Templates & SMS Templates.
Changing the Rule Order
You can see all the auto assignment rules that you have created in a list. By default, they appear in the order that they were created but you can rearrange the order in which they are applied and executed by simply clicking dragging the rules above and below each other.