Standard Dynamics Assignment
Conversica assigns all leads to a representative to ensure the lead is contacted and receives the necessary assistance. Leads that are sent to Conversica, by default, will be assigned to the record owner listed in your CRM if the record owner has been added to Conversica as a user with the ability to work leads. If the record owner has not been added to Conversica, Conversica will use your account’s Default Rep setting to determine how to assign the lead. Reference this article for more info on Rep Assignment.
Tip: If the representative is a user in Conversica but their first or last name does not exactly match the spelling/formatting of the name in your integrated system, the leads will not be assigned to that representative. If your representative goes by a nickname in your integrated system, we suggest adding an alias to their user profile in Conversica to ensure the leads are assigned to the correct representative.
Conversica Based Assignment
In some situations, you may not have your leads pre-assigned in your CRM before adding them to Conversica, or you may be working with multiple internal teams within the same dashboard which can make accurate assignment difficult within a single field. We have come up with a solution to help in these situations.
Assigning Reps/Teams Based on Contact List Keywords
Your TAM (Technical Account Manager) has the ability to create assignment logic based on keywords in your Dynamics Marketing List name, allowing Conversica to handle the assignment to a specific rep, or round-robin assign leads to a team in the Conversica Dashboard.
For example, let’s say Team 1 should be assigned all leads pertaining to product ABC, and Team 2 should be assigned all leads pertaining to product XYZ. Your TAM can set up logic to look for any lists that contain “ABC” and only assign leads entered into those lists to Team 1, and the same type of logic for Team 2 pertaining to product XYZ. This type of “Contains” logic allows you to continue to make more lists regarding the “ABC” product, by using the same distinct keyword in the title, without having to contact your TAM every time to add that list to the logic.
The core requirement for implementation is that the keyword would need to be displayed in the list title using the same spelling and formatting since the keyword is cap sensitive. This only affects assignments occurring within the Conversica platform.
Tip: Since this rule is using “contains” logic, be sure to use distinct keywords in each of the marketing list names to ensure leads are routed to the correct representative.
Sending Conversia Assignment Back to Dynamics
In conjunction with the assignment logic noted above, Conversica also has the ability to push our assignment back into Dynamics. With this added functionality, you can have Conversica assign the leads to your reps based on the keyword logic, and send back the rep name to a field of your choice within Dynamics for alignment between the two integrated systems. It is preferred that a new field is created for Conversica to push assignment to as to not overwrite your standard CRM assignment field.