Who This Is For / When to Use
Teams that want automatic ownership assignment for new contacts.
Sales or onboarding teams using round-robin distribution.
Accounts that need internal notifications after assignment.
How to Automatically Assign a User to a Contact in a Workflow
Step 1: Create a New Workflow
Go to Automations → Workflows.
Click Create Workflow.
Select Start from Scratch.
Step 2: Add a Trigger
In the workflow builder, click Add New Trigger.
Select Contact Created.
This ensures the workflow runs whenever a new contact is added.
Step 3: Add the Assign To User Action
Click the + icon under the trigger.
In Actions, search for Assign To User.
Select Assign To User.
Step 4: Configure User Assignment
In the Users field, select one or more users.
If multiple users are selected, the system assigns contacts using round-robin distribution.
Optionally rename the action for clarity.
Step 5: Add an Internal Notification (Optional but Recommended)
Click the + icon below Assign To User.
In Actions, search for Send Internal Notification.
Select Send Internal Notification.
Step 6: Configure the Internal Notification
Type of Notification: Choose Email, Notification, SMS, or WhatsApp.
Redirect Page: Select Contact or Conversation so the user lands on the correct record.
To User Type: Select User assigned to the contact.
This ensures only the newly assigned user receives the notification.
Step 7: Save, Test, and Publish
Click Save.
Use Test Workflow to confirm assignment and notification behavior.
Toggle from Draft to Publish.
Common Issues and Fixes
Contact Is Not Assigned
Confirm at least one active user is selected in Assign To User.
Ensure the workflow is published.
Notification Sent to the Wrong User
Verify To User Type is set to User assigned to the contact.
Confirm the Assign To User action runs before the notification.
Workflow Changes Not Affecting Existing Contacts
Workflow updates apply only to contacts entering after publishing.
Re-enroll contacts if changes must apply retroactively.
FAQs
How does round-robin assignment work?
Contacts are distributed evenly across the selected users in sequence.
Can I pause assignments temporarily?
Yes. Turn off the Publish toggle to pause the workflow.
What happens if a user is removed?
The workflow automatically assigns contacts to the remaining users.
Where should notifications redirect users?
Redirecting to Contact or Conversation is recommended for immediate context.