Assign Customers to Agents
Route customers, tasks, appointments, inquiries, and SMS conversations to the right users.
One of the benefits of careCycle as a modern agency operating system is seeing a member's entire history in one place: calls, texts, policy status updates, and tasks.
Customer Assignments take this further by creating a one-to-one relationship between your clients and members of your team.
How Customer Assignments Work
When a customer is created in careCycle, whether by CSV import or through API integrations, that customer is assigned to a user in your careCycle organization based on your assignment rules.
In practice, a specific user is automatically assigned to downstream post-enrollment activity related to that customer, including:
- Tasks
- Appointments
- Inquiries
- Incoming SMS messages
These activities show up in the inbox and calendar of the assigned user.
For independent agents and 1099 distribution groups, customers can be assigned to their writing agent based on NPN in one click.
For groups with post-enrollment teams, including policy administration, member care, and retention teams, Customer Assignment rules let you distribute customer and policy tasks to the right team member.
Assignment Rules
Assignment rules combine a When condition with a user or group of users.
For example:
Example rule
When customer state is Georgia, Florida, or North Carolina, assign to one of Johnny Appleseed, Alex Doonanco, or Walt Disney on a round-robin basis.
When Conditions
careCycle supports flexible assignment rules based on conditions including:
- Customer state
- Policy status
- Policy type, such as MA, MAPD, MS, PDP, ACA, or Home Health Care
- Writing agent NPN
- Carrier name
Without a When condition, the selected user or users apply to all new customers.
Then Assign To
Select a specific user or group of users to assign customers matching your condition to. This can be:
- A specific user every time
- A group of users on a round-robin basis
- The user whose NPN matches the customer's current policy
Practical Use Cases
Assign customers to their writing agent
If you want the writing agent for a policy to be responsible for all member services and retention tasks for that customer, select Assign by NPN.
This is best for independent agents or teams looking to incentivize LOA agents to retain members, not just maximize submitted applications.
Assign customers to CSR team members by state or carrier
To evenly split customers from Alabama on UnitedHealthcare plans between two users, create a When condition for Customer State and Carrier Name, then select target users under Round Robin.