User Assignment Overview

To effectively publish workflows, it's essential to configure both a workflow trigger and a corresponding action. Without these elements in place, the workflow can only be saved but not published.

The "Assign to User" action allows for assigning a designated contact to one or more users through a round-robin method. To initiate this, click the + icon to add a new workflow action and select "Assign to User." This action facilitates the assignment of the entire workflow or specific steps within it to a team member or multiple team members for efficient tracking.

Assigning Users

When assigning a contact, you can choose from the Select User dropdown, either selecting a single user or multiple users.

Single User Assignment

Opting for a single user means the contact will consistently be assigned to that user whenever the trigger condition is met.

Round-Robin Assignment

If multiple users are selected, the system alternates assignments between them with each trigger event. For example, if Tom and Jane are chosen, the first contact goes to Tom, the next to Jane, and then back to Tom, continuing this pattern for all subsequent contacts.

Traffic Distribution

Once multiple users are assigned, the Split Traffic feature activates, allowing you to manage how the contact traffic is divided among the users.

Equal Distribution

By default, the Split Traffic option is set to distribute contacts evenly among users, similar to the round-robin method (e.g., 1:1, 2:2, etc.).

Custom Distribution

The Unevenly option enables customization of the traffic distribution ratio. For instance, setting a ratio of 5:2 means User A receives five contacts before User B receives two.

Unassigned Contacts Option

If the "Only apply to unassigned contacts" toggle is disabled, any new trigger event for an already assigned contact will override the previous assignment, reassigning the contact to a new user.