Assignees

Last published at: October 24th, 2025

Assignees are the users that each get a record assigned in turn. Assignees are grouped in Match Groups that determine which records they each get assigned. Add Assignees to a Match Group manually, or dynamically with an Assignee Rule. 

 

Assignees are located on their Match Group , on the Assignees subtab. Alternatively, you can find an overview of all current Assignees on Plauti Assign tab Assignee Summary. 

Assignees are created per Match Group. If a user should be an assignee in multiple Match Groups, they will have a separate Assignee record in each Match Group. The settings for these Assignees can differ per Match Group.

Configuring Assignees

  • Create a new Assignee via a Match Group, or by cloning a similiar record:
    • On the intended Match Group, on the Assignees subtab, click Add . Configure as below. 
      Or:
    • Open an existing Assignee. At right, in the Action menu, click Clone. Adjust the configuration where needed.
  • Configure a single Assignee by editing their Assignee record.
  • Assignees that are managed dynamically via AssigneeRules, can also be configured collectively. 
  • On their MatchGroup, go to subtab Dynamic Assignees. 
  • Edit the Assignee Settings. 
  • When finished, click Apply Rules and Settings  to apply the settings to all dynamic assignees of the Match Group.    
     

Working hours set individually

Working Hours are not determined by the Assignee Settings and can be changed individually for Dynamic Assignees. Clicking ‘Apply Rules and Settings’ again will not affect the set working hours. 

 
Basic configuration for an Assignee

 

Configure an Assignee or Assignee Settings as follows:

Assignee (only at single Assignee records)

  1. Toggle Active. Inactive Assignees will not be assigned records.
  2. At User, enter the user that the Assignee will be associated with.

Assignee Settings

  1. At Capacity Threshold, enter the threshold for this assignee's capacity as defined by the Capacity Model associated with this Match Group. Leave empty if you are not using Capacity Models.
  2. At Distribution Ratio, set a distribution or assignment ratio for the number of records this assignee is to receive relative to the other assignees in the Match Group. For example, say there are two other Assignees. If their distribution ratio is 1, and this assignee's ratio is set to 2, the record distribution ratio would become 1:1:2. For each record they receive, this assignee receives 2.    
    If not used, set to 1 for all Assignees. A ratio of 0 would assign them no records at all.    

    The Distribution Percentage, displayed after saving, is the percentage of records this Assignee will receive. It is calculated from the Distribution Ratio and disregards whether an Assignee is capped by a Capacity Model or not.
  3. Tick Do Not Assign When Calendar Busy if don't want the Assignee to receive records when they have a Salesforce Calendar Event that is marked as either ‘Busy’ or ‘Out of Office’ in the Show Time As field. You might need to add the Show Time As field to the Event Layout in order to see it.    
    Once the Assignee has no event running in their calendar anymore, or only events marked as Free or --None--, they will be assigned records again.    
    Read more in Respect Users' Calendar Events.
  4. Tick Do Not Assign When OOO ('Do not assign when Out of Office') if you don't want the Assignee to receive records when they have their Salesforce profile set to  ‘Out of Office’ (available with Salesforce's Chatter module). Assignee will be skipped until they are free again.    
    Read more in Out of Office.
  5. Tick Do Not Assign When Omni Away if you are using Omni-Channel, and you only want to assign when the assignee is logged into Omni-Channel and their Status is not ‘Busy’.    
    If you don't use Omni-Channel, do not check this box.
     

Settings per Assignee, not per User

Settings like Capacity Threshold and Distribution Ratio are set per Assignee. If a User is an Assignee in multiple Match Groups (i.e. the user is associated with several Assignees) they might have certain settings in one Match Group but not necessarily in the other.

 

Notification Settings

Read more about the different notification options, and how to configure them before enabling them here, in Send notifications on assignment. 

  1. Tick Send Mobile Push Notifications to send in-app and push notifications to supported apps.
  2. Tick Send Email Notifications to send notifications to the user via e-mail.
  3. At CC Email Address you can enter one (1) additional email address, for example to verify if email notifications are being sent.
  4. Tick Send Desktop Push Notifications to display notifications in the desktop notification tray.
  5. Tick Send SMS Notifications if you want to use an ‘Email to SMS’ service like TextMagic to send new record notifications by text message.    
    Make sure the assignee has a unique Email-to-SMS address configured in the Plauti Assign Email to SMS Address field on their User record as well. Read more in Send notifications on assignment. 

Award Bonus Records (only at single Assignee records)

In the Award Bonus Records section, you can direct some extra records to the Assignee in addition to their regular assignment rotation.

  • In the Number of Bonus records to award field, enter the number of credits you want to award.
  • At Current awarded bonus records you see the current bonus record credit of this Assignee.

Save the record

When you have finished configuring the Assignee or Assignee Settings, click Save.

Settings on existing Assignee records

Saved Assignee record have some additional settings. Open an Assignee record via the Assignee Summary tab in the navigation bar to configure this option.

  • At the bottom of the record, at AssigneeWorkingHours, click New to add a working hours schedule. When active, records will only be assigned to this Assignee on the set hours. Read more in Assign Within Business Hours Only.

Skills for Assignees

You can set up Dynamic Assignee Rules based on certain skills an Assignee should have, and route records to them that match these skills. 
Such skills are not set up per Assignee but per User. Read more in Skill-based Routing.

Assignees and their Licenses & Permissions

You don't need to assign licenses or permissions manually to new Assignees. When an Assignee is added to a Match Group, either dynamically via the Assignee Rules or manually, a Plauti Assign license is automatically allocated to their User record if they do not have one yet. The user will be assigned the Plauti Assign User permission set as well.