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Setting Up Auto-Assignment for Follow-Ups

Choose between Follow-up Team, Group Leaders, or Both (Smart) mode, and understand exactly how each one decides who gets assigned.

Three assignment modes

Under Follow-Up, then Settings, then Auto Assign Settings, you'll choose one of three modes.

Follow-up Team

Assigns only to your dedicated follow-up team members, using a matching score out of 100:

  • Location - 50 points
  • Age - 20 points
  • Gender - 10 points
  • Language - 10 points
  • Workload - 10 points

The system excludes anyone who has already hit their Max active assignments limit, then assigns to whoever scores highest.

Group Leaders

Instead of a scoring system, this mode walks down a category cascade:

  1. Check if the absentee belongs to a group in your Primary Category - if yes, assign to that group's leader
  2. If not, check the Secondary Category - if yes, assign to that leader
  3. If not, check a third category - if yes, assign to that leader
  4. If none match, the absentee is Flagged for manual assignment

Both (Smart)

Combines the two: tries the group-leader cascade first, and if nothing matches, falls back to the Follow-up Team pool before flagging.

Configure your Primary and Secondary Group Categories before turning on Group Leader or Smart mode. Assigning without them means every absentee falls straight through to Flagged.

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