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Workflow Action: Assign To User

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.

Table of Contents​

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.