Inquiry assignment to appropriate team members

Purpose

1.1. Automate distribution of incoming leads/inquiries to specific HVAC installation teams based on criteria such as location, lead source, service type, workload, and team expertise.
1.2. Ensure rapid, accurate assignment for optimal response times; reduce manual workload and prevent lead leakage.
1.3. Maintain detailed logs for auditing, performance tracking, and SLA compliance.
1.4. Enable real-time notifications, follow-ups, and reassignment if not handled within pre-set timeframes.

Trigger Conditions

2.1. New lead/inquiry creation via website form, phone call, email, or third-party lead provider.
2.2. Update in lead status or reassignment request.
2.3. Incoming CRM/API webhook from lead aggregators or chatbots.
2.4. Detection of unassigned or overdue inquiries.

Platform Variants

3.1. Salesforce
• Feature/Setting: Assignment Rules (Leads); configure rules to assign based on region, expertise, or round-robin; use "Lead Assignment Rules" in Setup.
3.2. HubSpot
• Feature/Setting: Workflows > Rotate Leads; set conditions for team member assignment using “Rotate leads between users” workflow action.
3.3. Zoho CRM
• Feature/Setting: Assignment Rules module; define rules for lead source, territory, and auto-assignment with notifications.
3.4. Microsoft Power Automate
• Feature/Setting: Use “When a record is created” trigger (Dynamics 365/Dataverse); configure “Assign a record” action.
3.5. Freshdesk
• Feature/Setting: Automations; Event-based assignment using “Assign to Group/Agent” rule for inquiry tickets.
3.6. Zendesk
• Feature/Setting: Triggers & Automations; set condition “Ticket is created” with “Assign to specific group/agent.”
3.7. Intercom
• Feature/Setting: Inbox Rules; configure “Assign conversations” automation in Operator.
3.8. Gmail
• Feature/Setting: Filters and Forwarding; auto-forward HVAC leads to designated team member/group mailbox.
3.9. Slack
• Feature/Setting: Workflow Builder; trigger with form submission and assign leads with message or workflow step.
3.10. ServiceNow
• Feature/Setting: Flow Designer; use “Record created” trigger and “Assign Task” action.
3.11. Asana
• Feature/Setting: Rules; auto-assign tasks with “Task added to project” rule, filter by lead type.
3.12. Trello
• Feature/Setting: Butler Automation; set rules “Card Created” → “Assign Member based on label.”
3.13. Monday.com
• Feature/Setting: Automation Recipes; assign incoming items to team according to inquiry fields.
3.14. Pipedrive
• Feature/Setting: Workflow Automation; trigger “New Deal Created” and set “Assign Owner.”
3.15. Twilio
• Feature/Setting: Studio Flows; SMS/Webhook triggers route leads to agents using “Split Based On” widget.
3.16. Aircall
• Feature/Setting: Call Distribution Settings; auto-assign calls/leads by IVR/queue.
3.17. Google Sheets
• Feature/Setting: Script Automation; use onEdit/onFormSubmit event to assign inquiry to columns/owners.
3.18. SendGrid
• Feature/Setting: Inbound Parse Webhook; incoming lead parsed and forwarded to assignment API/email.
3.19. Microsoft Teams
• Feature/Setting: Power Automate Integration; auto-assign and send notification to specific Teams channel/user.
3.20. Jira Service Management
• Feature/Setting: Automation Rules; assign tickets based on custom fields (location/type).
3.21. ClickUp
• Feature/Setting: Automation; “When task created, assign to [user] if [field matches].”
3.22. Kustomer
• Feature/Setting: Workflows; auto-route conversations to appropriate team using intent, tags, or custom fields.

Benefits

4.1. Decreased response times by ensuring immediate assignment.
4.2. Reduced human error and consistent, criteria-based distribution.
4.3. Full traceability and reporting for management and process optimization.
4.4. Increased client satisfaction due to efficient handling and communication.
4.5. Scalability—process grows with business without manual intervention.