Distribute a client from an automation with “Assign to the next rep”
Add the Assign to the next rep step to a workflow and choose a rule or a scenario. The record is distributed with the same turns, shares, working hours and capacity.
Open the automation, press Add a step and choose Assign to the next rep.
2
Under Who picks the rep, choose a rule or a scenario. Only the active ones for the trigger’s unit show.
3
Turn on Even if it already has an owner if you want to move a record that has one.
4
Type a Reason to show in the activity log, if you want.
5
Try it with a Practice run.
The Practice run checks the step on a record without assigning it, and says if the rule would refuse it, if no one can take it now, or if the record already has an owner.
Which triggers it works with
Trigger
It distributes
Record triggers: created, field changed, and others
The record that started the automation
Scheduled, with a unit
Every record the schedule matched
Scheduled, without a unit
Not available
First message or incoming message, with all the chosen channels linked to the same unit
The client linked to the chat
Any other message setup, or “Any channel”
Not available
A chat client is usually distributed when it’s created. On message triggers, turn on reassigning if you want to move it.
Results in the run log
A success shows who got the client, the previous owner, the scenario or rule, the method, and whether a fallback was used. “No one eligible” and “Has an owner” show as a failed run with the reason, so you don’t think the client was distributed.
An assignment by this action doesn’t start the same automation again, so the client never loops forever.
The ready-made “Route to the right person” templates use this action with a turn-based scenario.
If something goes wrong
What you see
Why
What to do
The automation can’t be turned on: the channel isn’t linked to a unit
One of the channels has no unit for creating records automatically.
Link the channel to a unit, or remove it from the trigger.
Failed run: the client is assigned to another employee
It has an owner, and reassigning is off.
Turn on reassigning.
Failed run: needs a trigger record
The trigger is “Any channel”, and the chat is on a channel with no unit.
Choose the channels linked to the unit.
A real example
Basma Clinics
The situation
They want to distribute the patient only after they choose the branch in the chat.
What they did
An automation on a change to the “Branch” field, with the Assign to the next rep step and the branch’s rule.
The result
The patient goes to an employee at the right branch the moment their branch is set.
A made-up company, to show the idea. The numbers are rounded.
Good to know
It needs a record; a scheduled trigger without a unit isn’t available.
In message triggers, all the chosen channels must be linked to the same unit.
