Salesforce Ownership settings in Rasayel allow you to assign new conversations to the appropriate Lead/Contact owner in Salesforce.

You can tailor these assignments using a comprehensive set of options, ensuring each conversation is directed to the right person based on your specific criteria.

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Configuring ownership settings

  1. Navigate to Settings > Integrations > Salesforce in Rasayel
  2. Expand the Ownership Conversation Assignment section.
  3. Modify settings to align with your team’s assignment logic.

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Understanding ownership settings

Rasayel provides you with granular control over which scenarios you’d want the automatic ownership assignment to kick in.

Inbound settings

Incoming messages can start new conversations or open an existing closed conversation. In this situation, you may want to assign the conversation to its respective owner.

We give you granular control on whether you want to assign the conversation to inbound messages or not. You can enable the Assign to Owner check box to turn the setting on.

There are two scenarios on the inbound:

  • Chatbot flow triggered - If the incoming message triggers a bot flow, you can choose to assign the conversation to the respective owner.

  • No chatbot flow triggered - If the message doesn’t trigger a bot, you can route it to the respective owner.

Outbound settings

For outbound conversations initiated from Rasayel, you can configure ownership assignment based on the following triggers:

  • Inbox - Assigns ownership when a conversation is initiated from the Rasayel inbox.
  • Sequences - Assigns ownership when a conversation is created from an automated sequence.
  • API or Zapier - Assigns ownership for conversations created via integrations like Zapier or API calls.
  • Simple campaign - Assigns ownership when a campaign is initiated. Assignment can be to:
    • Owner
    • Campaign Creator
    • None
  • Outbound chatbot campaigns - Assigns ownership when a conversation is created as part of a proactive bot flow. Assignment can be to:
    • Owner
    • Campaign Creator
    • None

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Default and custom assigned owners

You can define ownership using one of the following methods:

  • Default owner entity - Assign ownership based on the Salesforce entity associated with the Contact (e.g., Contact Owner, Opportunity owner, or Account Owner).
  • Custom ownership logic - Use an API endpoint to define ownership dynamically.

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Fallback Owner User

Sometimes, an entity owner in Salesforce may not have an account in Rasayel. In this scenario, Rasayel needs a fallback user to assign the conversation to.

You get to customize the behavior in this situation. Here, you can either let the conversation get unassigned, in which case one of your sales managers can pick it up and re-assign it, or automatically assign it to one of your users.

Implementing custom ownership logic