What is this feature?

The 'Assign To' step is a new building block inside Orchestrations that lets you assign a contact to a rep once, and have every downstream step use that same rep automatically.

Before this existed, rep assignment happened inside each individual action. That meant you could assign contacts to one rep for SEP sequences/campaigns, while a different rep was assigned to the same contact for CRM syncing because the routing logic ran separately each time.

That often led to:

• confusion in the CRM around ownership

• inconsistent outreach across channels

• frustrated sales reps

With Assign To, you make the routing decision once at the top of the orchestration. Every downstream action — email sequences, social media campaigns, CRM owner updates, webhooks, and more — inherits the same assignee.

Here’s a quick walkthrough video explaining how the feature works:

Why it matters?

Routing inconsistency is one of the most expensive silent issues in both outbound and inbound workflows. This step fixes that.

1. One rep from start to finish

   No more split ownership where an email comes from one rep but the CRM shows another. Reps trust the workflow, and prospects get a more coherent experience.

2. Run multiple actions in parallel without re-routing

   Send an email, trigger a Sendoso gift, and update CRM ownership — all at the same time, all under the same rep.

3. Better chat handoffs

   If a prospect engages in chat and a rep gets alerted in Slack or Microsoft Teams, follow-up can still come from that same rep even if they couldn’t join live.

Before you start

Make sure you have:

• A routing setup already configured — round-robin, territory-based routing, account-owner lookup, or whatever your team uses
  (the Assign To step uses your existing routing logic)

• Reps connected with the channels your orchestration uses, such as:

  • SEP email sequences/campaign

  • CRM connections

Step-by-Step Instructions

1. Go to the Outbound Agent, and create or edit an orchestration.

2. After you've chosen the trigger signal, add a new step and choose Assign To.

3. Configure the routing rule — round-robin, territory-based, CRM account owner, or another routing method.

   For chat engager orchestrations, you'll see the option: “Use rep assigned in the chat workflow”

   Choose this when you want post-chat follow-up to come from the rep who was originally alerted.

4. Add any downstream actions after the Assign To step.

5. Save and activate the orchestration.

Every contact entering the orchestration will now be assigned once, and every downstream step will use that same rep.