PSAI is designed to work for your entire team, whether you're a small local operation or a large business with many office locations. One of the best ways to make PSAI fit into your unique staffing structure is to take advantage of the Com Portal's lead assignment feature.
Want to go straight to how to assign leads? Then please view our step-by-step instructions for assigning leads here.
What Does It Mean to Assign a Lead?
Assigning a lead is exactly what it sounds like. You take a lead that has entered your Com Portal, and you officially delegate it to a member of your team.
In practical terms, this simply means opening a dropdown menu and choosing one of your PSAI users, as shown below.
Why Would I Assign a Lead?
There are many reasons you might assign a lead within PSAI, as it can benefit you as a PSAI administrator, your PSAI users, and even the leads themselves.
1. To Provide Clearer Roles and Responsibilities
By assigning leads in PSAI, you'll ensure that everyone is on the same page at all times. No one will have to wonder who is handling which customer, what was said or done last, or what the next steps should be. Clearer role delegation within your company will result in a smoother customer experience, too.
Even after a lead is assigned, you can still get input from other team members through the internal notes feature. Any PSAI user who has access to view a lead can also add notes to that lead's file.
2. To Make PSAI Simpler for Your Team
From the perspective of your employees, lead assignment is not only helpful in terms of responsibilities, but also in terms of using the PSAI platform. By consistently assigning leads through the Com Portal, your team members will only have to look in one place: the Mine bucket.
3. To Maintain a More Organized Lead Queue
From an administrator's standpoint, assigning leads can be help keep your lead queue organized.
Whenever a lead comes in through any of your PSAI site tools—whether through a quote form, the Gia chatbot, a storm campaign, or something else—it will automatically be placed into the Unassigned bucket. Leads will remain in the Unassigned bucket until you've either assigned them or closed them.
By assigning leads as soon as they flow in, you won't have to try to remember who all of these Unassigned leads are and what they need. You can immediately delegate leads to your team and reduce mental overhead.
4. To Get Better Performance Tracking
Last but not least, assigning leads can help you keep track of team performance.
Whenever a PSAI user closes a lead that is assigned to him or her, it is automatically tracked for you. To review and compare how your team members are performing in the current month, all you have to do is view the panel for Total Engagements Closed on your PSAI dashboard.
What to Know Before You Assign Leads
Review the key points below to make sure that you understand how lead assignments work.
1. Only PSAI Users Can Get Lead Assignments
Leads can only be assigned to PSAI users. If your employees have not yet been added to your company's PSAI admin portal, you'll have to do that first. (Learn how to add new PSAI users here.)
Moreover, leads can only be assigned to internal PSAI users, not external users. You can share a lead with an external user, but you cannot assign one.
2. Assigning Leads Changes Their Bucket
Assigning leads will move them around the four lead buckets of the Com Portal: Unassigned, Mine, Closed, and Assigned. New leads always flow into Unassigned first.
Once you assign the lead, it will move out of Unassigned and into another bucket. Buckets are user-specific, so the bucket that the lead appears in will vary based on who is logged into PSAI:
- The PSAI user who has received the assignment will see the lead in the Mine bucket.
- All other PSAI users (including you) will see the lead in the Assigned bucket, as it has been assigned to someone else.
Learn more about lead buckets in our guide to navigating the Com Portal.
3. Assignees Receive Email Notifications
Whenever you assign a lead in PSAI, that user will receive an automated email notification, as shown below.
Did you know? The Com Portal is mobile-friendly! Have your reps add a PSAI shortcut for easy access on phones and tablets.
4. You Can Assign and Unassign as Needed
You can assign and reassign leads as many times as you want. For example, maybe you've mistakenly assigned a lead to the wrong team member, or maybe the lead has moved down the sales funnel and now needs to be handled by a different rep.
5. You Can Restrict Access to Leads
If you'd like to restrict your team member's access to lead data for any reason—whether to simplify their PSAI tasks or to maintain privacy over customer data—it's easy to do. Simply head to the user's page and choose the access level you prefer:
- All Leads
- Unassigned Leads
- My Leads
- Assigned Leads
At the same time, you can grant or restrict access to PSAI™ Predictive Insights.
Learn more about setting PSAI user roles in these resources:
Next Steps: Explore the Com Portal Further
This article is part of a loosely ordered series on using the Com Portal effectively:
- Overview: What Is the Com Portal?
- Searching, Filtering, and Navigating the Com Portal
- Communicating with Leads Through the Com Portal
- Taking Advantage of Predictive Technology in the Com Portal
- Assigning Leads in the Com Portal
- "Closing" Leads in the Com Portal