Efficiently managing contact assignments is crucial for ensuring seamless communication and follow-ups. A user-assigned workflow automates this process, enabling you to assign contacts to specific users and trigger personalised actions based on the assignment. In this guide, we’ll walk you through the steps to create and customise a user-assigned workflow.
Navigate to the Automation section, in the Workflow tab select the +Create workflow > Start from Scratch.
For the trigger, choose 'contact changed'.
Apply the filter 'assigned user has changed'. This ensures that the workflow triggers any time a contact is assigned to a user.
You must have an existing workflow that assigns users to contacts. Typically, this would trigger when a contact is created, with an action to assign the contact to a user. It's recommended to apply this only to unassigned contacts to avoid reassignments.
Once your workflow is set to trigger on user assignment, you can create specific actions based on which user the contact is assigned to:
Pick a user within the CRM and Save the Action.
Click the '+' sign to add a new action and select 'If/Else' from the internal tools section.
Set the condition to check if the 'assigned user includes [specific user]'. This will create a branch for actions specific to that user.
The Scenario Recipe dropdown is where you decide how your contacts move through a workflow based on specific conditions. It offers ready-made templates to simplify the process, or you can choose to create your own.
Under the 'Yes' branch of your If/Else condition, add the actions you want to occur for contacts assigned to that user. Repeat the If/Else step for each user on your team, customising the actions as necessary. Once you're done, Save the Action.
Once all conditions and actions are set, remember to publish your workflow to make it active.
Generally, you won't need to allow re-entry for this type of workflow since contacts are typically assigned to a user once. This keeps the process streamlined.
Tailor the actions within each user's branch to fit their role or the type of contacts they handle. This could include sending personalised emails, setting tasks, or initiating follow-up sequences.
Q: What if a contact gets reassigned to a different user?
A: If reassignments are common in your workflow, consider enabling re-entry based on your CRM's capabilities to accommodate updates.
Q: Can I use this workflow for team-based actions?
A: Yes, you can create branches for teams by grouping users in your conditions, allowing for broader actions based on team assignments.
