In a previous article, we learned how to assign counsellors using our usual counsellor allocation method. Now, thanks to a new automation feature, we can assign counsellors automatically. This automation provides clearer insights into the allocations made, allowing us to use the same platform for our counsellor assignment logic.
Counsellor Allocation Automation
Before you continue, it's essential to understand how to build an automation flow. You can find guidance on this in the "How to Create Marketing Automation" resource.
Assuming you've mastered automation creation, the next step is selecting conditions aligned with your counselor allocation logic to assign leads to them.
Now, let's consider an example to illustrate:
Allocation logic - All the Online leads should be assigned to the Users.
To accomplish this, update the Real-Time Field. You can opt for either "Lead/Application field updated" and select "Lead Status" or "Form Initiated" as trigger points for allocation.
Now, let's set the conditions based on your allocation logic. The following image displays the conditions we've selected:
- Lead status matches "Verified Leads"
- Form initiated matches "No"
Since we've chosen the "All Criteria" option, both conditions must be met for allocation to the counsellor.
- Go to Marketing
- Choose Manage Automation
- Click on Create
- Edit all conditions and Submit.
Afterwards, we need to assign a counsellor. To do this, click the gear icon below the condition block, then choose "Allocate Counselor" from the list of options.
Then you will see the pop-up screen, which has the fields to be filled, as shown in the image below-
- Block Name - You can add the counsellor’s name to understand the flow once it’s done.
- Allocation Role - The radio buttons give us the options for Assign or Unassign the counsellor. When you select Assign then you are assigning the mentioned counsellor to the leads/applications. When you choose unassign option then you can unassign all the counsellors from either leads or applications or both.
- Lead - Lead allocation type gives you the option of allocating counsellor only at the lead level
- Application - The application allocation type gives you an option of allocating to the different counsellors when the lead initiates the application form.
- Lead to Application - This allocation type helps you assign the same counsellor at the lead and application level.
- Application to Lead - This is the type of allocation you want to assign the same counsellor to the lead as that of the applicant because it has been nurtured and converted into a paid application by the particular counsellor.
We have bifurcated the allocation types into four categories since there might be the need to nurture the lead/applicant on a different level or some counsellors might work on leads only and some might work on applications till they get submitted. So all these options serve the same purpose.
In the allocation method, you have two options
- Override - This option helps for overriding the counsellor that might have been already allocated.
- Add - This option helps you to add one more counsellor to the leads/applications with that of the counsellor which has been already allocated.
This field also has two options of Yes or No
- Yes - when you choose this option this means that you are excluding the manual assignment or reassignment that you have done in the Lead Manager or Application Manager. Counsellor allocated through college user, or at the time of inbound telephony activity or at the time of offline lead upload.
- No - when you choose the option then the manual allocation will be overridden by the counsellors that are present in the automation process.
The last option is to Select Users - you can select one or more counsellors from the dropdown. If you're selecting more than one counsellor then the allocation will be based on the round-robin.
Then click on the Submit button.
Your flow should look like the image below.
Hope this article helped learn how to create an allocation logic for counsellors.
Try some more logic and we hope you come up with different logic of allocations for better nurturing.