Auto-reassign is a feature that allows you to have leads automatically reassigned to a new agent if the agent currently assigned does not reach out to the lead within a specified time frame.
For example, lets say Sally Sue registers on your site and automatically gets Agent #1 assigned to her. Lets say Agent #1 does not call Sally in 5 minutes. After 5 minutes, Sally Sue will automatically get assigned to a new agent who may be able to call her. To allow Agent #2 to get Sally Sue, they would have to have this toggle turned on. If Agent #2 does not reach out to Sally Sue, you can have the lead continue to get reassigned to new agents until you run out of agents.
Does this sound like something you want to set up? If so, continue reading. This is a feature that we have to enable for you, so let us know when you're ready to get this started!
Once we enable the feature, you can tell us how you want to customize your reassignments.
First, you'll want to decide who is going to be eligible to receive leads via auto-reassign. You'll want to toggle the "Auto-Reassign" section to "Yes" if you want an agent to be eligible.
Next, you'll need to work with us to decide how much time you will give your agents to reach out to leads before it is reassigned. You'll also need to share with us what timeframe you want the leads to be reassigned. I'll go into more detail below.
1. "Auto-Reassign leads after" is the time allotment that you give agents to reach out to a lead before it is reassigned. This is something you can discuss further with your Success Partner if you're not sure what time to choose.
2. "Auto-Reassign Timeframe" is the timeframe that leads can be reassigned. This is important because most teams will not expect their agents to call during the night. It is recommended to have something like 9am-8pm or regular business hours such as 9am - 6pm. This is something you can explore with your Success Partner as well.
If you have any additional questions about how Auto-Reassign works, feel free to reach out to support at email@example.com or call us at 855-246-2717.