How to Assign Enquiries to Other Staff Members

Sales enquiries often need to be reassigned to ensure they are handled by the most appropriate team member. For instance, enquiries added by a call centre can be distributed among sales executives. This guide explains how to reassign a sales enquiry efficiently, whether to an individual or a team.

Steps to Reassign a Sales Enquiry

1. Open the Sales Enquiry:

   • Locate and open the specific sales enquiry you wish to reassign.

2. Access the Reassign Option:

   • In the enquiry, go to Activity (1) and click Re-Assign (2).

3. Select a Sales Team:

   • Choose the appropriate Sales Team (3) from the list.
   • If no specific teams exist, all sales staff may be grouped under a single team.

4. Choose an Assignment Method (4):

   • Option 1: Assign to an Individual
     • Double-click the name of the staff member to assign the enquiry directly to them.
   • Option 2: Assign to a Group
     • Select Assign to this Group.
     • This makes the enquiry visible to all members of the selected team.

5. Enquiry Pickup from Group:

   • If the enquiry is assigned to a group, it remains visible to all members until a team member picks it up. Once picked up, it is removed from the group and assigned to the individual.

Key Notes

• Flexibility in Assignment:

  • Use the group assignment feature for shared responsibility, allowing team members to self-assign based on availability or expertise.

• Visibility:

  • Group-assigned enquiries are visible to all team members, ensuring no enquiry is overlooked.

• Tracking:

  • Once reassigned, the enquiry will be logged under the new assignee for better tracking and accountability.

Scenarios Where This Process is Useful

• Distributing call-centre-generated enquiries among sales staff.
• Reassigning enquiries when a sales executive is unavailable or changes roles.
• Allowing flexible team management by assigning enquiries to a shared group.