Task Assignment System

The task assignment system determines which salesperson receives each task. This article explains the complete distribution logic, from task creation to final assignment.

Task Assignment Priority Chain

When a task is created, the system looks for the assignee in this order:

1. Explicit assignee: If a specific salesperson is provided when creating the task
2. Started task: The salesperson who already has a started task with that contact
3. Active call: The salesperson who has an ongoing call with the contact
4. Last team member: The last team member who managed that contact (if the template has a team)
5. Contact's assignee: The salesperson currently assigned to the contact

If no criterion applies, the task is created as transferable for any available salesperson to take.

Assignment Strategies

Each Sales Brain (Playbook) can configure its strategy in Sales Brains (Playbooks) > [Sales Brain] > Settings > Assignment Strategy:

Round Robin

• Distributes contacts equitably among salespeople
• Maintains a rotation counter
• Respects daily assignment limits per user
• Ideal for teams with balanced workloads

First Available

• Does not assign a specific salesperson when creating the contact
• Tasks go to the common queue
• Any available salesperson can take them
• Ideal for teams with variable availability

None

• No automatic assignment
• The administrator must assign manually

Skill-Based Routing

The system can filter tasks based on the contact's and salesperson's skills:

• Contact with skills: Only salespeople with those skills receive their tasks
• Contact without skills: Any salesperson can receive them
• Salesperson with skills: Can take tasks without skills + tasks that match their skills
• Salesperson without skills: Can only take tasks without required skills

Configure skills in Settings > Skills.

How the Salesperson Searches for the Next Task

When a salesperson requests their next task, the system searches in this order:

1. Already started task: If the salesperson has a task they started but did not complete
2. Assigned tasks: Tasks directly assigned to that salesperson
3. Transferable tasks in the Sales Brain (Playbook): Tasks available for any salesperson in the Sales Brain (Playbook)
4. Unassigned tasks: Tasks without an assignee that match skills
5. Transferable team tasks: If they belong to a team with pending tasks

Task Ordering

Within each category, tasks are ordered by:

1. Priority (lower number = more urgent)
2. Number of attempts (fewer attempts first)
3. Queue order (FIFO or LIFO depending on configuration)

Task Transferability

A task is transferable when it can be taken by another salesperson:

Salesperson Availability

A salesperson is available when:

• They are active in the system
• They are not on vacation
• They are a salesperson (not only administrator)
• They are not on an active call (for automatic calls)
• They are connected (for automatic calls)

Assignment Limits

You can configure daily limits per user:

• Maximum number of contacts assigned per day
• Resets each day
• Round Robin respects these limits

Conclusion

The assignment system automatically balances workload, respects each salesperson's skills, and adapts to team availability. Configure the strategy that best suits your operation.

Relevant Scenarios

• Companies with specialized teams by product or language (use skills)
• Teams with high availability rotation (use First Available)
• Stable teams with balanced workloads (use Round Robin)