Workflow Round Robin - rotate leads evenly & in set order

Hi there,

 

We want the round robin to distribute leads to reps in a set rotation order that is even and predictable (not randomized).

 

Currently, we move reps in and out of the round robin based on vacation time and also at time to focus on other types of sales opportunities. With the current assignment logic, a rep that goes on vacation will then get MORE leads when they get added back into rotation. We want the rotation to be even from the point they are added back in. We also want it to be in a set / predictable order and not randomized.

 

 

 

30 Replies
HubSpot Product Team

Hi everyone,

 

My name is Megan and I'm a product manager for the workflows tool. Thank you for your feedback and votes on this idea!

To start, I'd like to clarify a couple of things about how the "rotate owner" action logic currently works, as there is some confusion throughout the thread.  Also, when contact workflows were upgraded to the new workflows system at the end of 2019, we made a slight modification so that the assignment order would be more predictable/ordered. I'll illustrate with an example:

 

A "Rotate contact to owner" action is configured with 3 owners. 

If 3 contacts are enrolled in the workflow, each owner will be assigned one contact (if 6 contacts are enrolled, each will be assigned 2, etc..):

  • contact 1 > owner A
  • contact 2 > owner B
  • contact 3 > owner C

This pattern will continue, with each subsequence contact being assigned in this order and in an even distribution.

Assignment order: owner A, owner B, owner C, owner A, owner B, owner C, owner A, owner B, owner C... etc.

 

If you add or remove owners from the action after your workflow has been turned on, the assignment counts for that action will completely reset and the assignments will re-start. Newly enrolled objects will be rotated to all of the currently selected owners evenly, regardless of the previous rotation assignments.

 

Continued example: A new, 4th owner is added to the "Rotate contact to owner" action.  

  • contact 4 > owner D
  • contact 5 > owner A
  • contact 6 > owner B
  • contact 7 > owner C

This pattern will continue, with each subsequence contact being assigned in this order and in an even distribution pattern.

Assignment order: owner D, owner A, owner B, owner C, owner D, owner A, owner B, owner C, owner D, owner A, owner B, owner C... etc

 

This is what the original poster is requesting (ordered and even assignment), but I see themes for other feature requests in the comments: 

 

  • Handle owners being OOO - This is something that workflows won't specifically introduce options for at this time. There are other places in HubSpot where OOO handling would be helpful, so this would be better suited to be addressed at the account level than individually in workflows. For now, when an owner is OOO they should be removed/added to the rotation, and as outlined above, the rotation will adjust to ensure even distribution from there on out.
  • Distribute leads unevenly (ie. assign owner A 70% of leads and owner B 30% of leads) - This is a feature we're currently thinking more about! If you have feedback about this specific concept, please let me know how you'd like a feature like this to work/what options you'd like to see. 

Please let me know if questions remain, or if you have additional feedback about an uneven distribution option.

 

Best,

Megan

Top Contributor

@MeganLegge Advancements in all of the examples already given are critical to advanced tools such as Hubspot. Not having this after all these years is shocking. Calendly weights leads in their product. Fairly simple too. You just mark any one person to get priority over another. Let the backend math handle it. 

 

Since this feature is not a priority to Hubspot, has anyone else figured out a workaround to weighing certain reps over others?  Use Zapier somehow? Third party? 

New Contributor

@spogue - I was also needing this feature, but since there was no direct way to do this - I tried few workflows. You can try and see if that works in your case.

 

I have created a workflow, where I have put the condition for lead assignment country wise & budget wise. For this, I have figured-out which country leads are less potential for me & what budget of leads should I consider as potential. 

 

Once this is set, I added multiple if-else loops for different countries and budget selected by cleint, and based on this condition I have set the owner assignments for the lead. 

 

So basically when there is new sale rep who is just learing the processes, I put them into the loop (condition) of less potential leads and the one who are experts, I add them to the potential leads cycle.

 

Hope that makes sense.  But I agree, there should be a simplest & easy way to do this and hubspot should really figure this thing out. 

HubSpot Product Team

Hi @spogue - Thanks for following up. 

 

An update for those interested, the specific feature of distributing ownership unevenly in the Rotate Object action (ie. assign owner A 70% of leads and owner B 30% of leads) is currently in planning.

 

We hope to have a beta for this feature later this year. Stay tuned for updates!

 

 

Occasional Contributor

I would love to be able to distribute leads un-evenly, as this would help us ramp a new salesperson, being able to give a new person 30% of the leads. It would also be helpful on the other end as we phase someone out of day-to-day lead management and into other types of deals/management. 

New Contributor

That's really a great idea!

HubSpot Employee

This is something that I can see a huge benefit from, allowing for weighted users or pausing users within a rotation.

Regular Contributor

Users, here are a couple of relevant links to Ideas submitted for User Out of Office handling you might want to go vote up:

 

@MeganLegge Thanks for your update!

It would be helpful for the HubSpot Product Teams to take more active ownership of passing over requirements that might be stacked up into one or "mis-categorized" by users in the Ideas Forum. Or at least provide links to Ideas already submitted that the users in this thread can go upvote.

Example:

  • Handle owners being OOO - This is something that workflows won't specifically introduce options for at this time. There are other places in HubSpot where OOO handling would be helpful, so this would be better suited to be addressed at the account level than individually in workflows
Regular Contributor

@MeganLegge thanks for your feedback on this developing idea.

 

Do you have any update on the beta for distributing leads unevenly? As it's now mid-October and the last update regarding this was in June '20.

 

Do you think there might be a possibility that leads could be allocated to owners based on timestamps too? (such as Owner A works 9 - 3, Owner B works 12 - 6. Therefore, Owner A doesn't receive leads after 3, Owner B doesn't receive leads before 12?)

Visitor

Definitely agree! This needs to be a feature we have control over and not a "professional" option.