# Assign Customers to Agents (/docs/guides/getting-set-up/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](https://app.carecycle.ai/settings/crm-settings/automations)**.
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 [#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](#reassigning-customers) for that).

What the Assigned Agent Gets [#what-the-assigned-agent-gets]

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

* **Tasks.** [Task automations](/docs/guides/run-your-team/tasks) assign the
  tasks they create to the customer's assigned agent.
* **Appointments.** With the default **Customer's agent** routing in your
  [calendar settings](/docs/guides/campaign-toolkit/calendars),
  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](/docs/guides/answer-every-call/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 [#assignment-rules]

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

<Callout title="Example rule">
  When Customer State is Georgia, Florida, or North Carolina, assign to Johnny
  Appleseed, Alex Doonanco, or Walt Disney on a Round Robin.
</Callout>

When Conditions [#when-conditions]

You can build rules on:

* **Customer State**
* **Customer Tag** (see [Customer Tags](/docs/guides/reference/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 [#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 [#practical-use-cases]

Assign customers to their writing agent [#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](/docs/guides/getting-set-up/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 [#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
&#x2A;*Settings > [Users, Invites, &
Roles](https://app.carecycle.ai/settings/organization/users)**. 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 [#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**.

{/* image: customer-assignment-round-robin.png - Round-robin assignment rule configuration. */}

Reassigning Customers [#reassigning-customers]

Need to move customers you already have? On the
[Customers](https://app.carecycle.ai/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.

<Cards>
  <Card title="Invite Your Team" href="/docs/guides/getting-set-up/invite-your-team">
    Invite users and collect NPNs before you import.
  </Card>

  <Card title="Import Your Book" href="/docs/guides/getting-set-up/import-your-book-of-business">
    Import customers and policies once your rules are ready.
  </Card>

  <Card title="Handle Inquiries" href="/docs/guides/answer-every-call/handle-inquiries">
    Where AI-logged inquiries go and how to resolve them.
  </Card>
</Cards>