Assign Customers to Agents

One of the best parts of careCycle is seeing a member's whole history in one place: calls, texts, policy status changes, and tasks. Customer assignments take that a step further by giving every customer an owner on your team.

You set them up at Settings > CRM Settings > Customer Assignments. It's easiest to set them up before your first import, so everyone in your file gets an owner as they come in. If you do it later, you can reassign the customers you already have by rule.

How Customer Assignments Work

When a customer is created in careCycle (from an import, your CRM sync, or the API), your rules pick who they're assigned to. Rules are checked in order, top to bottom, and the first one that matches wins. If none match, the customer goes to your fallback member (When no rules match, assign to).

Rules run when a customer is created. They don't go back and reshuffle customers you already have (see Reassigning customers for that).

What the Assigned Agent Gets

Once a customer has an owner, a bunch of work follows them:

• Tasks. Task automations assign the tasks they create to the customer's assigned agent.
• Appointments. With the default Customer's agent routing in your calendar settings, appointments the AI books go on the assigned agent's calendar.
• Inquiries. When the AI logs an inquiry on a call, the customer's assigned agent gets notified (by email or in the app, based on their notification settings). The inquiry itself isn't assigned to anyone: it lands in the Inbox and on the Inquiries page for your whole team to see. See Handle Inquiries.
• Texts. Conversations with their customers show up for them under My threads in the Inbox.

For independent agents and 1099 groups, you can assign customers to their writing agent by NPN in one click. For agencies with post-enrollment teams (policy admin, member care, retention), rules let you split customers up across the right people.

Assignment Rules

A rule is a When condition plus who to assign to. For example:

When Conditions

You can build rules on:

• Customer State
• Customer Tag (see Customer Tags)
• Policy Status
• Policy Type, like MA, MAPD, MS, PDP, ACA, or Home Health Care
• Writing Agent NPN
• Carrier Name

A rule with no When condition applies to every new customer.

Then Assign To

Pick one of four ways to assign:

• Specific User: always assign to the same person.
• Round Robin: rotate through a group of people.
• Assign by NPN: assign to the user whose NPN matches the policy's writing agent or agent of record.
• Assign by state: rotate through the users licensed in the customer's state. Choose All users, or Selected users to limit the rotation to a group.

Practical Use Cases

Assign customers to their writing agent

If you want the writing agent to own all the service and retention work for their customers, pick Assign by NPN. Make sure your agents have their NPN on their profile (see Invite Your Team).

This works great for independent agents, or for teams that want LOA agents to care about keeping members, not just writing apps.

Match customers to agents licensed in their state

If customers should only go to someone who can legally help them, pick Assign by state. careCycle looks at the state on the customer's record and rotates through the users licensed there, so each licensed agent gets an even share.

• All users considers everyone on your team.
• Selected users limits it to the people you pick, like your service team.

Licensed states come from each user's profile, or the Users tab in Settings > Users, Invites, & Roles. When a customer has no state, or nobody eligible is licensed there, careCycle moves on to your next rule and then your fallback member.

Split customers across CSRs by state or carrier

To split Alabama customers on UnitedHealthcare plans evenly between two people, add When conditions for Customer State and Carrier Name, then pick both people under Round Robin.

Reassigning Customers

Need to move customers you already have? On the Customers page, select them and click Reassign. You can hand them to one person, or pick one of your rules under Reassign by rule to run its assignment (specific user, round robin, by NPN, or by state) on just the people you selected.