With Lead Auto-Assignment — Phase 2, lead routing is now more intelligent, reliable, and automated. The system assigns leads not only at creation but also during updates—while considering agent availability—so no lead is left unattended.

Why This Matters:

Earlier Challenges:

• Auto-assignment worked mainly for new API leads
• Leads could go to unavailable agents
• Some leads remained unassigned

What Phase 2 Fixes:

• Covers both new and existing leads
• Assigns leads only to active agents
• Introduces fallback logic so no lead stays unassigned

What’s New & Improved

1.Auto-Assignment for New & Existing Leads

Workflows can apply to:

• New Leads
• Existing Leads
• Both

Works for leads updated via manual edit, API, or Journey.

2.Availability-Aware Assignment

Automatically skips:

• Agents on leave
• Agents punched out / offline

3.Smart Fallback Assignment

• If no rule matches, a fallback workflow assigns the lead (for new API leads).
• Only one fallback workflow can be active at a time.

4.Better Workflow Control:

• AND / OR conditions
• 24×7 or time-based activation
• Assign to specific teams and agents

5.Clear Assignment History

“Transfer History” is now Auto-Assignment History, showing:

• Who handled the lead
• How ownership changed over time

How It Works:

1. Admin defines workflow rules
2. System checks lead data + agent availability
3. Lead is assigned based on conditions or fallback
4. Action is logged in Auto-Assignment History

Key Benefits:

• Zero unassigned leads
• Faster response times
• Less manual effort
• Smarter, availability-based routing
• Better visibility into lead movement

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