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Service level-based task assignment

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Use Tallyfy automations to route tasks to different team members based on customer service levels. An automation reads the customer’s tier from a kick-off form field and assigns the person or group you picked for that tier, so nobody has to route each one by hand.

When you’d use service-based routing

Section titled “When you’d use service-based routing”

Use it wherever the customer’s tier decides who does the work. A support team might give enterprise customers a dedicated team and send free users to standard support. Sales teams hand high-value deals to senior closers. In professional services, complex projects go to senior consultants and simple ones to junior staff. Subscription onboarding works the same way, with your best people on enterprise accounts and free trials left to whoever is available.

Setting up service-based assignment

Section titled “Setting up service-based assignment”

Basic service level routing

Section titled “Basic service level routing”

Scenario: You’re onboarding clients who each buy one of three service packages, and Platinum customers need your best account manager.

  1. Add a service selection field to your kick-off form1:

    • Field type: Dropdown or Radio
    • Options: “Basic”, “Professional”, “Platinum”
    • Label: “Service Package”

  2. Create an assignment automation for each level:

    Automation 1: Platinum service

    Platinum service

    If

    • Service Package is Platinum

    Then

    • Replace assignees
      Apply to
      Prepare proposal
      Assignees
      Sarah Chen
    • Replace assignees
      Apply to
      Account setup
      Assignees
      Sarah Chen

    Automation 2: Professional service

    Professional service

    If

    • Service Package is Professional

    Then

    • Replace assignees
      Apply to
      Prepare proposal
      Assignees
      Mike Johnson
    • Replace assignees
      Apply to
      Account setup
      Assignees
      Mike Johnson

    Automation 3: Basic service

    Basic service

    If

    • Service Package is Basic

    Then

    • Replace assignees
      Apply to
      Prepare proposal
      Assignees
      Support Team (group)
    • Replace assignees
      Apply to
      Account setup
      Assignees
      Support Team (group)

Advanced patterns

Section titled “Advanced patterns”

Sharing the work with a group

Section titled “Sharing the work with a group”

Don’t pile everything on one person. Assign to a group instead, and name each step the automation should cover:

Platinum work goes to the senior group

If

  • Service Package is Platinum

Then

  • Replace assignees
    Apply to
    Prepare proposal
    Assignees
    Senior Account Managers (group)
  • Replace assignees
    Apply to
    Account setup
    Assignees
    Senior Account Managers (group)

When you assign a group, every member of it becomes an assignee. One of them completing the task is enough, unless the step’s All assignees must complete this task setting is turned on. Each action names one step, so add an action for every step you want the group to pick up.

Multi-criteria assignment

Section titled “Multi-criteria assignment”

Combine multiple conditions when service level alone isn’t enough:

If

  • Service Package is Platinum
  • AndIndustry is Healthcare

Then

  • Replace assignees
    Apply to
    Compliance review
    Assignees
    Healthcare Specialist Team (group)

Both conditions must be true, so only Platinum customers in healthcare get the specialist team. It uses the same replace assignees action as the automations above.

Extra review steps for higher tiers

Section titled “Extra review steps for higher tiers”

Use visibility actions to show an approval step only to the tiers that need it:

If

  • Service Package is Basic

Then

  • Hide step
    Apply to
    Executive review

If

  • Service Package is Platinum

Then

  • Show step
    Apply to
    Executive review
  • Add assignees
    Apply to
    Executive review
    Assignees
    C-Suite (group)

Example: technical support tiers

Section titled “Example: technical support tiers”

Kick-off form fields:

  • Customer tier (dropdown): “Free”, “Starter”, “Growth”, “Enterprise”
  • Issue type (dropdown): “Bug”, “Feature Request”, “Integration Help”

The automations:

Give Initial response a default deadline of 48 hours after launch in its step timings. A deadline action can’t count from the launch itself, so the faster tiers count back from that step’s own deadline.

  1. Free tier, community support:

    Free tier support

    If

    • Customer Tier is Free

    Then

    • Add assignees
      Apply to
      Initial response
      Assignees
      Community Managers (group)

  2. Starter tier, standard support:

    Starter tier support

    If

    • Customer Tier is Starter

    Then

    • Add assignees
      Apply to
      Initial response
      Assignees
      Tier 1 Support (group)
    • Shift deadline
      Apply to
      Initial response
      Shift by
      24 hours before its own deadline

  3. Growth tier, priority support:

    Growth tier support

    If

    • Customer Tier is Growth

    Then

    • Add assignees
      Apply to
      Initial response
      Assignees
      Tier 2 Support (group)
    • Shift deadline
      Apply to
      Initial response
      Shift by
      44 hours before its own deadline

  4. Enterprise, dedicated support:

    Enterprise tier support

    If

    • Customer Tier is Enterprise

    Then

    • Add assignees
      Apply to
      Initial response
      Assignees
      Enterprise Success Team (group)
    • Shift deadline
      Apply to
      Initial response
      Shift by
      47 hours before its own deadline
    • Show step
      Apply to
      Executive escalation

Free keeps the 48-hour default, so Starter’s first response is due 24 hours after launch, Growth’s 4 hours and Enterprise’s 1 hour. These automations read only kick-off form fields, so Tallyfy runs them once, at launch. Changing the customer tier after launch doesn’t reassign the task, so reassign it by hand if the wrong tier was picked.

Best practices

Section titled “Best practices”
  • Assign groups, not individuals. Every group member is an assignee, so the task doesn’t stall while one person is on vacation.
  • Cover enterprise time zones. Enterprise customers in other regions shouldn’t wait for your local team to start work, so give them a group with people in their time zone.
  • Check workload monthly. Filter the Tasks view by assignee to spot uneven workload before it causes burnout.
  • Write down what each tier includes, such as its response time, and tell customers before they buy, so your team and your customers expect the same thing.
Section titled “Related articles”

Automations > Examples

Tallyfy offers tested automation patterns for task assignment, workflow control, and deadlines…

Footnotes

Section titled “Footnotes”

  1. Kick-off form - collects data before launching a process, read by automations to route tasks and set values ↩

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