When a contact enters a Sales Brain (Playbook), the system can automatically unassign the previous salesperson. This behavior depends on the assignment strategy configured.
What automatic unassignment means
With the "First available" strategy:
- Upon entering the Sales Brain (Playbook), the contact loses their current assignee
- Pending tasks are marked as transferable
- Any available salesperson in the Sales Brain (Playbook) can take the tasks
This ensures fair distribution instead of accumulating work with a single salesperson.
Strategy configuration
Navigate to Sales Brains (Playbooks) > [Sales Brain] > Settings > Assignment strategy:
| Strategy | Behavior on entry |
|---|---|
| First available | Unassigns the salesperson |
| Fair rotation | Assigns to the next in rotation |
| None | Does not change the assignment |
Why unassign contacts
Advantages
- Fair distribution: Prevents a salesperson from accumulating all tasks
- Real availability: Tasks go to whoever is available at that moment
- Efficiency: Reduces waiting times when the original assignee is unavailable
When to use
- Teams with variable availability
- High-turnover Sales Brains (Playbooks)
- Teams that share a contact portfolio
Impact on tasks
When a contact is unassigned:
- Pending tasks are marked with
transferable: true - The recorded reason is "first available"
- Tasks enter the common queue of the Sales Brain (Playbook)
- The first available salesperson who requests a task will receive it
Special cases
User leaves the playbook
If a user is removed from a Sales Brain (Playbook):
- Their pending tasks are unassigned
- They are marked as transferable with reason "assignee removed from Sales Brain (Playbook)"
Contact leaves the playbook
If the contact is moved out of the Sales Brain (Playbook):
- A task check is scheduled
- Tasks are re-evaluated according to the new context
How to maintain the assignment
If you want the original salesperson to keep the contact:
- Use the Fair rotation strategy: Assigns to the next in rotation
- Use the None strategy: Does not change assignments automatically
- Configure manual assignment for specific cases
Conclusion
Automatic unassignment is a feature of the "First available" strategy that optimizes work distribution. Evaluate which strategy best fits your sales operation.
Relevant scenarios
- Inbound contact Sales Brains (Playbooks) with a rapid response team
- Teams with rotating shifts
- Sales Brains (Playbooks) shared among multiple teams
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