Who This Is For / When to Use
Use this if your workflows:
Assign contacts to users automatically
Use Split Traffic for round-robin or distribution
Require reliable assignment to active team members
What Changed
The Assign to User action now validates user status at runtime.
Inactive users are automatically skipped
Deleted users are automatically skipped
Only active users are eligible for assignment
This ensures contacts are always assigned to valid users.
How Assignment Now Works
When the workflow reaches the Assign to User step:
The system checks each user in the configured list
Any inactive or deleted users are excluded
The system assigns the contact to the next valid active user
Behavior with Split Traffic
Split Traffic continues to function normally with one key improvement:
Inactive or deleted users are ignored during distribution
Assignment continues across remaining active users
Distribution order is preserved
This means:
No reassignment gaps
No need to manually rebalance users
If All Users Are Not Eligible
Scenario: Only One User Configured
If that user is inactive or deleted:
The Assign to User step is skipped
No assignment occurs
Scenario: Multiple Users Configured
If some users are inactive:
They are skipped
Remaining active users receive assignments
Why This Matters
Previously:
Contacts could be assigned to inactive users
Follow-ups could be missed
Manual cleanup was required
Now:
Assignments are always valid
Workflows are more reliable
No manual intervention is needed
Common Issues and Fixes
Contacts Not Assigned
Cause: All configured users are inactive or deleted
Fix: Add at least one active user to the Assign to User action
Uneven Distribution
Cause: Some users were removed or deactivated
Fix: Review your user list and update if needed
Unexpected Skipped Step
Cause: Only one user configured and they are inactive
Fix: Add additional active users or replace the inactive user
FAQ
Do I need to update existing workflows?
No. This fix applies automatically to all workflows using Assign to User.
Does this affect Split Traffic distribution?
Yes. Inactive users are skipped, but the distribution order remains unchanged.
Will assignments rebalance automatically?
No. The system maintains the original distribution order among active users.
What happens if all users are inactive?
The Assign to User step is skipped and no assignment is made.
Are deleted users treated the same as inactive users?
Yes. Both are excluded from assignment at runtime.