Quickly assigning leads or tickets to the right team members and responding promptly increases the chances of converting leads into customers and maintaining existing customer happiness.
But if there's no way of knowing which team members are available, a new item could be assigned to someone who isn't available. This might sit in the rep's queue until they return, costing valuable time. Assigning items without taking existing workload into account can also lead to overloaded reps and missed opportunities.
Additionally, team members designated to handle specific customers, industries or regions need to be assigned directly to the relevant work. You don't want the customer experience to suffer from shuffling people between reps.
With Insycle, you can optimize routing and assignment to ensure new items reach the right team member at the right time to drive better results, convert more leads, and foster stronger customer relationships.
How It Works
Insycle's Assign app allows you to customize assignment so items get in front of the relevant, available team member for a timely response.
Powerful filtering options let you segment items based on attributes like territory, industry, company, or revenue. Records that meet these criteria can automatically be routed to the appropriate representatives.
Options for controlling how objects are assigned can be tailored to ensure work is distributed appropriately across your team. The allocation automatically takes schedules and existing workload into account so items are only routed to the reps that are currently open.
These configurations can be saved and automated, efficiently distributing work to the team and enhancing response times.
Navigate to RevOps Acceleration > Assign, and select the database and record type from the top menu. Then explore the templates for an existing solution that may be close to what you need.
Step 1: Set Up a Filter to Segment the Data
In Step 1 under the Filter tab, select the Field to work with. Use the Condition to set the rule that the data in the selected field must meet. With this filter, you're telling Insycle how to segment the records.
In the example below, the segment will include contacts without an owner, where the industry is "Technology."
Step 2: Choose Assignees and the Method for Assigning
Under Step 2, select the Field you want to assign. The field options are limited to reference fields, which include owner properties. You can set the rules up to automatically assign across several owners, and you can assign to more than one owner type at the same time.
The Rules give you four options for how records should be assigned:
Balanced: Looks at the potential owners and checks existing load allocation based on how many prospects are already assigned to each user, then distributes the new leads so all users wind up with the same total number. Select the Period the new leads were created- only these will be distributed.
For example, 24 leads came in this month that needed to be assigned—initially, Jane was assigned 10, and John 5. When the operation ran again, the Balanced rule gave Jane 2 and John 7, so they each wound up with 12 over the course of the month.
Weighted: By adding multiple rules for different assignees or groups, you can manage weighted work distribution. The Weight value is the number of items to be assigned, rather than a percentage. The items are distributed round-robin to each assignee by the Weight number, rule by rule.
For example, if the first rule says 2 to Joe and Josephine, and the second rule says 1 to Jane, the assignments will cycle through assigning 2 to Joe, 2 to Josephine, 1 to Jane. If there are more than 5 items, it will then cycle back to assign 2 to Joe and Josephine and so on.
- Even: Assigns in a cycle, round-robin style through the names in the order listed, 123, 123, 123. With a saved template Insycle will remember where it left off and continuously distribute records evenly among available assignees. For example, if there are 19 items that match the filter and you want to assign them evenly across 3 people, the Even rule will split it as equally as possible so the three assignees will wind up with 7/6/6.
- Random: Without looking at availability or workload, this will assign leads randomly, like rolling a dice.
⚠️ Once you have this configured, it's important to save a template so new items can be assigned in a measured way on an ongoing basis.
The Availability feature lets you enter work schedule info for each team member, so items are only routed to team members who are currently open and able to respond promptly. For example, if there are three users selected as potential assignees—Jane, John, and Josephine—but John's work schedule indicates he is not available today, work will only be allocated to Jane and Josephine.
No matter which rule you use—balanced, weighted, even, or random—each user's availability is taken into account.
Note that if no availability info is entered for a user, they will be considered available at all times.
Learn more about Insycle's Availability feature.
Preview Changes in the CSV Report
With the filters and assign action set up, you can preview the changes in a CSV file. It's important to verify that items will be assigned as expected before they are applied to your live database.
Under Step 3, click the Review button, then select Preview in the popup.
On the Notify tab, add any additional recipients who should receive the CSV (and make sure to hit Enter after each address). You can also provide additional context in the message subject or body.
On the When tab, click Run Now and select which records to apply the change to (you can do All, but if you have a large number of records, you may just want to do a chunk for a test), then click the Run Now button.
Open the CSV file from your email in a spreadsheet application. The columns include (Before) and (After) values for the selected assign field; (Assignees) shows the users chosen; (Available) indicates which assignees are currently available according to the availability settings.
In the example below, there are four Assignees, but only three of the users are available, so the new items were split between the three available people in the Contact Owner (After) column.
If the results don't look the way you expected, go back to your filters and assignment rules and try making some adjustments, then preview again.
Apply Changes to the CRM
If everything in your CSV preview looks correct, return to Insycle and move forward with making the assignments in your live CRM.
Under Step 3, click the Review button again, and this time select Update mode.
On the When tab, you should use Run Now the first time you apply these changes to the CRM.
After you've seen the results in the CRM and are satisfied with how the operation runs, you need to save your configuration as a template. This will let Insycle keep track of the assignment history and availability.
Return to the Template menu at the top of the page and click Copy to save your configurations as a new version of whatever template you started with. Then click the pencil to edit your new template name.
To set up automation so this assign operation runs on a set schedule:
Under Step 3, click the Review button, and select Update mode.
On the When tab, select Automate, and configure the frequency you'd like the template to run. When finished, click Schedule.
By automating with a template, you'll save time and ensure that your records are assigned in a consistent way on an ongoing basis.
Create a template for every segment and combine them all into a Recipe for routing and assigning.
With the Activity Tracker, you have a complete audit trail and history of changes made through Insycle, including processes run in Preview mode or data syncs. At any time you can download a CSV report that lets you see all of the changes that were made in a given run of the operation.
Navigate to the Activity Tracker, search by module or template name, then click the Run ID for the operation.
If you don't see the user you need in the list of assignees, you can add any of your CRM users. Navigate to Settings > Availability and make sure you have the appropriate CRM selected. Then click Add Assignees and select the users to add.
Learn more about using the Availability feature to enter schedule info for assignees.
If one of your assignees will be away for a few days, weeks, or more, you can easily prevent new items from being assigned to them from the Availability feature using the Unavailable toggle. This will make the assignee completely unavailable when your saved Assign app operations run, without needing to remove them from your templates. When they are available again, just switch the toggle to available (yellow), and all workflows will resume as before.
To preview what Insyscle is looking at when distributing items, open the Group & Update module. Under Step 1, group by the owner field, then click Analyze. Scroll down to the Record Viewer and sort by the Count column to see which users have the most on their plates.
This can help you decide who to include in an assignment template. You can save this view as a template and return periodically to keep an eye on the distribution.
HubSpot users can schedule their Assign app Recipes directly into HubSpot Workflows. Instead of—or in addition to—a schedule-based approach, you could use the HubSpot Workflows integration to trigger an assignment Recipe to run when a new contact is created or some other event occurs.
Learn more about adding Insycle Recipes to HubSpot Workflows.
Frequently Asked Questions
Yes, you can segment data with the filter and assign items based on any field in your database.
Under Step 1 of the Assign app, set the segment criteria using the filter.
For example, by region:
Or use multiple criteria. In the example below, the segment will include companies without an owner, where the industry is "Computer Software" and the region is "New York."
Under Step 2, assign the matching records to the team members who handle this segment.
As long as the user has an account in your CRM, you can add them as an assignee from the Availability tool and enter their work schedule information. This does not affect the cost of your Insycle plan.
See the Assignee Availability article for more info.
When you run your Assign operation in preview mode, nothing really gets assigned to anyone, so Insycle won’t track these sample assignments. As long as you are using a template, the next time you run the operation in Update mode, it will continue from where you were the last time you ran in Update mode whether this is done manually, or by automation.
You can save several templates and string them together into a longer, ordered sequence. This can then be automated to run on a set schedule.
Read more about Recipes, or learn Why Data Management Is So Time-Consuming and How Recipes Can Help.
Related Help Articles
- Lead Routing and Assignment for Sales Reps
- Assignee Availability
- Ticket Routing and Assignment for Customer Support Reps
- Bulk Assign Owner
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