Assigning Leads to Sales Reps based on Rep's Schedule

[laishasaba]

The use case that I'm experiencing is that I have a sales team who instead of following a round-robin lead assignment process, assign leads to their reps based on what rep is available that day. For example, on Mondays and Wednesdays, leads coming in from the website would be assigned to sales rep 1 and website leads coming in on Tuesday and Thursday would go to sales rep 2 and so forth. However, I'm having some trouble figuring out how this would be executed since to my knowledge rep working hours and availability is a service hub feature and not applicable to lead + deal assignment.  One solution I've explored is creating multiple workflows for each rep and having them only run don't the days those reps work — but my concern is what happens to the leads that come in outside those hours (the weekend, or non-business hours)? Would this just be something that I would need to account for in my existing workflow, or is there a more effective way to accomplish this? 

[Shweta95]

Assigning leads based on a sales rep’s schedule can indeed be tricky, but it’s manageable with some creative workflow setups in HubSpot. Your approach of using multiple workflows triggered by specific days is valid, but you’re right to consider what happens during weekends or off-hours.

Here are some possible solutions:

Central Workflow: Create a primary workflow to handle all incoming leads. Set a fallback rule to assign leads arriving during off-hours or weekends to a general queue or a default rep.

Day-Specific Workflows: Build individual workflows for each rep, triggered by specific days. Use branching logic to route leads based on the schedule.

Custom Properties for Availability: Use a custom property (like "Assigned Rep") to reflect reps’ schedules. Update this manually each week or automate it using external tools.

Integrate Lead Routing Tools: Tools like LeadAngel or Chili Piper can simplify this process by dynamically routing leads based on rep schedules, availability, or other criteria, ensuring leads are distributed efficiently.

[AjinkyaChougule]

From my understanding of the use case, a hubspot workflow is viable if few paramters are clear to you

which could be 

- What is the geography of the leads?

- What is the geography that the sales reps are working in?

- Is there an automated email set if any lead shows interest on any touchpoints ( e,g.,contact form/ website CTA, etc) like the sales rep will contact you within XX hours

Post clarity on the above you can use a time-based trigger to delay the workflow execution until the next business day if a lead comes in outside of business hours. 

Hope this helps!

[karstenkoehler · Accepted solution]

Hi @laishasaba,

First of all, you would have to figure out what should happen to those leads that are coming in outside of business hours. Someone must be reponsible for them, a solution or tool cannot make that decision for you. It would probably make sense that leads which come in after the working hours of one rep are assigned, waiting, for the next rep – to avoid have them sitting around for too long.

And yes, the best native solution in HubSpot would be multiple workflows with restricted working hours:

• Create one workflow per rep
• Specify the workflow working hours in the workflow settings
• Enroll records only when "Contact owner is unknown", unenroll records when "Contact owner is known"
• Use the "Edit record" workflow action to assign the record to the sales person

Give it a try and let me know if you're getting stuck somewhere!

[laishasaba]

Thank you @karstenkoehler ! So to make sure I'm tracking, by setting the trigger as "contact owner unknown" this would essentially catch those contacts that didn't get assigned that day (outside of business hours), and the workflow that runs the next business day would catch those contacts and assign them. 

If I had another trigger criteria such as list membership, would I just add that trigger as an AND option, and then I just need to make sure that I make the workflow goal "contact ownership known"?

[karstenkoehler]

@laishasaba correct – you could add additional enrollment criteria to your liking but it's important that records unenroll the moment the owner is known. Otherwise a workflow that is outside of working hours could still queue it for enrollment – and we definitely don't want both workflows to be able to run their actions, even if it's not at the same time.

[laishasaba]

Wait sorry, unenroll when a contact is "unknown" or "known"?

[karstenkoehler]

@laishasaba unenroll when owner is known, my bad.

[laishasaba]

Thank you for your help!