Assign To User action

The “Assign To User” workflow action in Stack is designed to streamline how you assign contacts within your workflows. This guide will walk you through what this action does, its benefits, configuration steps, and practical use cases to help you make the most of it.

What is “Assign To User” Workflow Action

The “Assign To User” action allows you to automatically allocate contacts to team members based on set criteria. It supports both single-user assignments and multi-user distribution using methods like round-robin or custom traffic splits. This ensures balanced workload distribution, enhances tracking, and streamlines team collaboration. Whether you’re managing leads, tickets, or tasks, this feature adapts to your workflow needs.

Key Benefits

• Automated Assignments: Eliminate manual contact assignment, saving time and effort.
• Fair Distribution: Use round-robin or equal distribution to balance workloads among team members.
• Custom Allocation: Assign contacts based on team capacity or seniority for maximum efficiency.
• Improved Tracking: Clearly define responsibility for each contact to ensure accountability.
• Flexible Workflows: Adapt the feature for various scenarios, from sales lead management to customer support.

Adding “Assign To User” Action

To add this action:

1. Open the workflow builder.
2. Click the “+” icon to add a new action.
3. Select “Assign To User.”

Configuring “Assign User” Workflow Action

1. Action Name: Provide a descriptive name for easy identification (e.g., “Assign to Agents in California”).

2. Select the Users: Choose one or more users from the dropdown menu for assignment.

   • Single User: All contacts are assigned to one user.
   • Multiple Users: When selecting more than one user, the system rotates assignments among them. For example, if you choose Tom and Jane, the first contact goes to Tom, the second to Jane, and so on.

Splitting Traffic to Assigned Users

You can distribute tasks, contacts, or leads among selected users based on predefined rules.

Distributing Equally

Select “Equally” under the Split Traffic option to distribute traffic evenly among users, similar to the Round-Robin method (e.g., 1:1, 2:2, etc.). This is the default setting.

Distributing Unevenly

Choose “Unevenly” to customize the traffic distribution ratio for each user. For instance, a 5:2 ratio means User A receives five tasks for every two that User B receives.

Only Apply to Unassigned Contacts

• Enabled: Assign contacts only if they haven’t been assigned yet.
• Disabled: Reassign contacts even if they are already assigned. If the trigger fires for an already assigned contact, the new task will overwrite the previous assignment.

Save and Test

Always “Save” your workflow before exiting and thoroughly “Test” it before enabling the “Publish” toggle.

Activate Workflow

Once your workflow is complete and tested, enable the “Publish” toggle to activate it. Without this, the workflow remains in draft mode, and automation won’t occur.

Frequently Asked Questions

What is the purpose of the “Assign to User” action in a workflow?

The “Assign to User” action automatically assigns contacts to specific team members, ensuring efficient workload management and tracking.

What happens if I select only one user in the “Assign to User” action?

All contacts triggered by the workflow will be assigned to that user, with no rotation to others.

Can I use the “Assign to User” action without turning on the “Only Apply to Unassigned Contacts” toggle?

Yes, but previously assigned contacts may be reassigned to a new user when the workflow trigger fires.

What is the difference between Round-Robin Assignment and Equally Split Traffic?

Round-Robin rotates assignments one at a time among users, while Equally Split Traffic ensures users receive an equal number of assignments over time.

Overview

The Assign User action in Stack allows you to allocate specific contacts to designated users. This is crucial for managing workflows effectively, ensuring that contacts are assigned to the right team members, either directly or using a round-robin method. This feature helps streamline tasks and maintain an organized approach to customer relationship management.

Action Name

Assign User

Action Description

This action lets you assign a contact to a specific user or multiple users within the system. You can choose to assign contacts based on your organizational needs or use the round-robin method to distribute contacts evenly among multiple users. There’s also an option to apply this action only to unassigned contacts, preventing unnecessary reassignment.

Action Details

Field Name	Description	Mandatory
Action Name	Enter a name for this action to help identify its purpose in your workflow.	Yes
Users	Select one or more users to whom the contact should be assigned. For round-robin, select multiple users.	Yes
Only Apply to Unassigned Contacts	Toggle this option to ensure that only unassigned contacts are assigned. If switched off, all contacts can be reassigned.	No

How to Configure the Assign User Action

• Action Name: Provide a descriptive name for the action, such as “Assign to Sales Rep” or “Round Robin Assignment.”
• Users: Click on the dropdown and select one or more users from the list. If you want to use round-robin assignment, choose multiple users.
• Only Apply to Unassigned Contacts: Toggle this option on to restrict the action to only unassigned contacts. This helps in preventing overwriting existing user assignments.

Note: In the users section, a dropdown option allows you to select between a standard value or a custom value picker.

• Standard Values: Input data based on the field type (e.g., date, dropdown, tag).
• Custom Value Picker: Input data from custom fields, such as values from an inbound webhook trigger or other custom fields.

Some Triggers to Combine with This Action

• New Lead Created: Automatically assign a new lead to a sales representative when a new lead is created.
• Contact Changed: Reassign a contact if certain conditions change, such as a contact’s tag or status update indicating they need more personalized attention.
• Form Submitted: Trigger this action when a specific form is submitted, ensuring that the contact is immediately assigned to a user for follow-up.

Example

Configuration Example

Imagine you have a workflow where new contacts from your website’s lead form need to be distributed among your sales team for follow-up.

• Action Name: “Assign New Lead”
• Users: Select all the sales team members (e.g., “John Doe,” “Jane Smith,” “Alex Johnson”).
• Only Apply to Unassigned Contacts: Toggle this option on to ensure only new, unassigned contacts are distributed.

Workflow Steps

1. Trigger: Form Submitted - This trigger activates when a new lead submits a form on your website.
2. Action: Assign User - Configured to distribute the new lead to one of the selected sales team members using round-robin.
3. Action: Send Notification - Optionally, send a notification email or SMS to the assigned sales rep to inform them of the new lead.

Assign To User Action

The “Assign To User” action lets you automatically assign a contact to a user based on specific conditions you define.

Only Apply To Unassigned Contacts

You have the option to toggle “Only apply to unassigned contacts.” When this is OFF, any contact that triggers this action will be reassigned, even if they were previously assigned to a user.

Single User Assignment

To assign a contact to a single user, simply select one user from the “Select User” dropdown. Each time the trigger condition is met, the contact will be assigned to this specific user.

Round-Robin Assignment

For distributing contacts among multiple users, select more than one user from the “Select User” dropdown. The system will assign contacts in a round-robin fashion. For instance, if you choose Tom and Jane, the first contact goes to Tom, the second to Jane, the third back to Tom, and so forth.

Weighted Round-Robin Assignment

When multiple users are selected, you can customize the assignment distribution using the “Split Traffic” dropdown. By default, contacts are assigned equally. If you choose “Unevenly,” you can specify how many contacts each user should receive before moving to the next.

For example, if you set the distribution as follows:

• Chase receives 1 contact
• David receives 3 contacts
• Ian receives 5 contacts

The sequence will assign the first contact to Chase, the next three to David, the following five to Ian, and then repeat the cycle starting with Chase again.

Utilize these options to optimize your contact management and ensure efficient user workload distribution within Stack.