Assignment Rule

Assignment Rules automate record ownership by evaluating incoming records against an ordered list of rule entries. For Leads, assignment rules typically route by geography, industry, lead source, or company size to ensure the right sales rep receives the lead immediately. For Cases, rules route by product, priority, customer tier, or channel (email, web, phone). Only one Lead assignment rule and one Case assignment rule can be active at a time, but each rule can contain hundreds of entries evaluated in order; the first matching entry wins.

Rule entries can assign to individual users or queues. When assigned to a queue, the record enters a shared pool where any queue member can accept it, supporting team-based workflows and round-robin distribution (via additional automation). Assignment rules fire when records are created via the UI (if the 'Assign using active assignment rule' checkbox is selected), the API (with the AssignmentRuleHeader), web-to-lead, web-to-case, or email-to-case. Clientell AI can analyze your lead routing logic and generate optimized assignment rules that reduce response time and improve conversion rates.