How do I assign contacts to agents?

In shared groups, when contacts are Assigned, contacts can only be messaged by their assigned agents.

Threads with assigned contacts are designed to maintain a consistent relationship between specific agents and contacts in a group. However, contacts can be reassigned to a different agent or unassigned and the conversation history will be preserved for any new agent messaging on the thread.

For more information about shared groups, see How do I use shared groups?

For instructions on how to assign contacts while importing them, see How do I upload my contacts to Hustle?

 • There’s a 10k limit on how many contacts you can assign to an agent in a single group. To maintain quick and quality replies we recommend assigning no more than 2k contacts per agent. For more information, see What are the limits for groups, agents & contacts?
 
• For info on managing the Contacts tab by assignment status, see How do I manage contacts in Hustle?                      

• In groups created before July 21, 2021 assignments only take effect when goals are using the Assigned messaging strategy. For more information, see What are the different ways agents can message contacts?

Skip to

• How do I assign all of my contacts?
• How do I assign individual contacts?
• How do I assign contacts using a CSV file?
• How do I reassign contacts?
• How do I unassign contacts?
  • How do I unassign individual contacts?
  • How do I unassign contacts in bulk?

How do I assign all of my contacts?

If you don’t assign contacts during an import, you can assign them all at once on the Contacts tab. To assign every contact that is unassigned:

1. In the Admin Panel, after uploading contacts, click on the Contacts tab.
2. At the top of the page you’ll see a notification > click Assign them. 
3. Choose how you’d like to assign contacts > Assign contacts. 

How do I assign individual contacts?

To assign specific contacts to specific agents:

1. From the Admin Panel click on the Contacts tab.
2. Check the box next to the names of the contacts you want to assign > Assign. 
   • To mark every contact, check the box next to Name in the top header row.
3. From the drop-down menu, choose Assign to a specific set of agents and select which agents you’d like to assign the selected contacts to > Save.  

How do I assign contacts using a CSV file?

To assign contacts using a CSV file:

1. You'll need to map the following columns to the CSV file with your contacts information.
   • Agent first name (Note: Shows up under Preferred name on the agent's profile)
   • Agent phone number 
   • Agent last name (Note: Shows up, combined with the agent's first name, under Full Name on the agent's profile)
   • If you don’t have a CSV file with the contacts information, you can find instructions on how to export the contacts in a Hustle group here: How do I export data from Hustle?  

2. In the rows of the leads you want to assign, add the agent’s info under those columns.
3. At the bottom of the page, under How do you want to assign new Contacts? you'll have several options to choose from in regards to how you want contacts assigned. Select the following option to assign contacts to agents via CSV: 
   • Assigned to the agent specified in each row (This option will also assign new contacts and reassign existing contacts that are also included in the import. So contacts get assigned, the first name and phone number of agents will need to be included next to every contact's info in each individual row. ) 
4. Once you've chosen how to assign contacts, click Import Contacts.

How do I reassign contacts?

Admins can reassign contacts between Agents. Admins also will be prompted to reassign the contacts of any agent being removed from a group. To reassign contacts:

1. From the Agents tab in the admin panel, click on (...) next to the agent whose contact's you want to reassign. 
2. Click Reassign Agent's Contacts. 
3. Choose how you want to reassign the contacts. You can reassign contacts to all of the agents in the group, or to a specific few (including one agent). Once you've made a selection click Save.
   

To reassign individual contacts, from the Contacts tab, follow the instructions in How do I assign individual contacts? 

Note: If contacts are reassigned, unread replies will be available to the assigned agent via Workflows once the response window passes. Read replies will also be available to the assigned agent via the Conversations tab. For more information, see Where are my threads and conversations?

During reassignment, Hustle will maintain a preference for agents previously assigned to the contact in the group. This may result in an uneven redistribution of contacts when reassigning to multiple agents.

How do I unassign contacts? 

To help manage threads, admins can unassign individual contacts or all of the contacts assigned to an agent.

• How do I unassign individual contacts?
• How do I unassign contacts in bulk?

How do I unassign individual contacts?

To unassign individual contacts:

1. From the Admin Panel click on the Contacts tab.
2. Check the box next to the names of the contacts you want to unassign > Unassign. 
   • To mark every contact, check the box next to Name in the top header row.
3. Click Save to unassign the lead from the agent they were assigned to.

When unassigning a contact, their assigned threads will remain active and available to the previously assigned agent. For more information on threads, see Where are my threads and conversations?

How do I unassign contacts in bulk?

To unassign all of the contacts assigned to an agent:

1. From the Admin Panel click on the Agents tab.
2. Click (...) next to the name of the agent whose contacts you want to unassign > Unassign... Contacts.
3. Click Save.

When unassigning contacts, their assigned threads will remain active and available to the previously assigned agents. For more information on threads, see Where are my threads and conversations?