How assignment works
Assignment hands each new lead to someone on your team the moment it arrives, so nobody has to sit and share out a list by hand. This page explains what a rule is, how to read the screen, and what the person on the receiving end actually sees. Read it once before you build your first rule.
Before you start
- Assignment is on the Core and Max plans. Lite does not include it.
- Your role needs the Lead Distribution permission. Settings → Roles lists that same permission as Lead Assignment — they are one thing under two names. See Roles & permissions.
- Being the workspace owner is not a shortcut. If an owner’s assignment permission is set to no access, the owner gets the same refusal as everybody else.
Where it is
- On a computer: the sidebar’s Automation group, then Assignment.
- On a phone: the Menu sheet in the bottom bar, under Automation.
- An old bookmark to /automation/lead-assignment still works. It forwards here.
Everything in this section happens on that one screen. Rules, your team and the reassignment settings are not separate pages in the app — they are two views and one form.
The Lead sources view is where you land. One row is one rule.
The two views
The chips under the page title switch between them.
- Lead sources — one row per assignment rule. This is where you land.
- Members — one row per person in the workspace: which sources they are on, whether they are receiving leads, and how many they have been handed today. See Choose who receives leads.
What a rule is
A rule watches one lead source and hands the leads that match it to the members you have put on it. Five things make up a rule, and the form asks for them in this order:
- the lead source it watches
- the trigger — which leads on that source it takes
- how it assigns — the timing and the method
- the members who receive, and what they see when a lead is offered
- what happens when nobody answers — reassignment
Create an assignment rule walks through all five.
One source can carry several rules
Routing on the value of a field is written as one rule per value, all on the same source: “Branch is Penang, give it to the Penang team” as one rule, “Branch is KL, give it to the KL team” as another. There is no one-rule-per-source limit.
Two rules on one source can never claim the same leads. If you save a rule whose condition could match the same leads as a rule already on that source, Raion Hub refuses to save it. The two conditions have to describe different leads.
Reading the Lead sources table
| Column | What it tells you |
|---|---|
| Source | The lead source the rule watches, with a dot beside it — green while the rule is enabled, grey while it is off |
| Assignment | One split pill: the timing on the tinted left half, the method on the plain right half. Real-time is tinted green and Batch amber, so a Batch 30m half beside Shotgun reads “collect for 30 minutes, then offer to all” |
| Members | The faces on the rule — up to three, then a +N for the rest. No members means the rule has nobody to hand leads to |
| Reassignment | Simple · 30m, Simple · off, Advanced · 3 rules, or a dash when the rule never reassigns |
| Trigger | What the rule takes: all leads, 2 statuses, 1 status + 1 field, older than 30m, date before, date after. A second line reading Details shown on offer means the assignee sees the lead’s fields before accepting |
| Enabled | The switch that turns the rule on and off. Without permission to change rules it is greyed out rather than hidden |
| The last column | Edit (the pencil) and Delete (the trash) |
all leads is not a mistake. A rule is allowed to constrain nothing and take everything that arrives on its source.
Sorting, pages and narrow windows
- Click a column header to sort, click it again to reverse, and a third click puts the table back in its original order. Most columns start low-to-high; Members starts with the fullest rule first.
- The shelf at the bottom counts what you are looking at — 12 rules, or 12 of 40 rules while a filter or a search is on, plus · page 2 of 4 when there is more than one page. 10 / page on the right offers 10 per page, 20 per page and 50 per page, and your choice is remembered in that browser.
- Columns drop out as the space narrows, in this order: Reassignment first, then Trigger, then Members. It is the width of the table itself that matters, not the size of your screen — an expanded sidebar or an open panel can drop a column on a wide monitor. Collapsing the sidebar, or closing an open panel, gives them back.
On a phone
Each rule becomes a card: the dot and source name, the assignment capsule, the reassignment pill, the faces (or No members yet in amber), a switch, and a kebab menu holding Edit and Delete. The kebab is not there at all if your role can neither change nor delete rules.
Tapping the body of a card opens a read-only sheet titled with the source name, listing Status, Assignment spelled out (Batch every 30m), Trigger, every Members name, Reassignment and Visible fields. Advanced only appears when one of the rule’s two advanced switches is on, as the pills Overrules manual and Protects settled. At the bottom: Close, and Edit rule if your role can change the rule.
The toolbar
View chips, one filter, one search. It stays on a single line at every width.
- The filter chip shows whatever is currently filtering the list. On Lead sources it offers All, Real-time, Batch, Round Robin and Shotgun.
- The round search button opens a field with a Search… placeholder. Pressing / anywhere on the page opens and focuses it, and Esc closes it — closing also clears whatever you typed, so nothing stays hidden behind a search you forgot about.
- Search on this view matches the source name or a member’s name on the rule, not a member’s email address. On the Members view it matches name or email.
What your team sees when a lead is offered
A lead offered to a member is pending until they answer. They can read it, but they cannot work it.
The decision is one joined control: a worded Accept button whose own border depletes like a ring as the clock runs down, fused to a chevron beside it. The chevron is labelled Reassign or reject and holds two rows, Reassign and Reject. Reject lives behind that chevron, not beside Accept. The countdown reads Pending · 4m left and flips to Overdue when the time is up.
- Trying to edit a pending lead opens a window headed This lead is pending your response instead of an editor, with Accept, Reassign and Reject on it.
- Opening a Lead Assigned alert in the alerts panel opens a queue: Pending leads (3), subtitled Accept before they expire. Rows can be ticked and answered several at a time with Reject or Accept, and each row counts down — 12 mins left — turning red at five minutes or less.
- When the rule withholds the lead’s details, that row reads New lead and the line under it reads Details hidden by assignment settings.
- A round robin rule with auto-acceptance switched on prompts nobody. The lead is simply assigned, with no accept step and no countdown.
Your reps can answer several at once from this queue.
The whole procedure from the receiving side is in Accept or reject a contact assigned to you.
If something goes wrong
| What you see | Why | What to do |
|---|---|---|
| This feature isn’t enabled — Assignment requires a paid plan. Contact your workspace admin to upgrade. | The workspace is on a plan that does not include assignment | Assignment is on Core and Max. Ask whoever manages the subscription |
| This feature isn’t enabled — Your role doesn’t have access to lead assignment. Ask a workspace owner to grant you the Lead Distribution permission. | The plan is fine; your role is not | Ask a workspace owner. In Roles the permission is listed as Lead Assignment |
| New Rule answers with Your role can’t create assignment rules. Ask a workspace owner for the Lead Distribution create permission. | On a computer that button shows even when your role cannot create rules | Ask an owner for the create permission. On a phone the button is not offered at all, which is why the two disagree |
| A row’s last cell is a dash, tooltip Your role can view assignment rules but not change them. | Your role can read rules but not change or delete them | Ask a workspace owner for the change permission |
| Pressing New Rule says every lead source already has a rule, and you know it does not | The workspace has no lead sources at all and your role cannot add one. That message is out of date | Ask someone who can add lead sources to create one, then build the rule |
| A name on a rule reads Removed member and a number | That person has left the workspace. Their place on the rule stays behind | Open the rule and remove that row — see Create an assignment rule |
| A column you were using has disappeared | The table drops columns as its own width shrinks, not your screen’s | Collapse the sidebar, close any open panel, or widen the window |
| A member’s email finds nothing in search | On Lead sources, search matches source names and member names only | Search the member’s name, or switch to the Members view, where email is matched |
| A rep reports Couldn’t accept this lead — it may have just been claimed by someone else | A shotgun rule offered that lead to several people and somebody else accepted first | Nothing is broken. That is shotgun working — if it happens too often, switch the rule to round robin |
Next
- Create an assignment ruleBuild the rule that decides who gets the leads from one lead source: which leads it takes, whether they go out one at a time or to everybody at once, who receives them, and what those people see.
- Choose who receives leadsStop sending leads to someone who is on leave, on a course or off the floor — for one lead source or for all of them — and set the hours and holidays assignment should work around.
- Reassign leads nobody answersDecide what happens to a lead that sits unanswered, or gets accepted and then forgotten: hand it back to the pool after a set time, or write a chain of rules that move it on when its status, its age or its last update says so.
- Accept or reject a contact assigned to youWhen someone assigns you a contact, it waits for your answer.