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Service level-based task assignment

Use Tallyfy automations to route tasks to different team members based on customer service levels. IF-THEN rules on kick-off form fields let you match the right expertise to each customer’s tier automatically.

When you’d use service-based routing

  • Tiered support - Enterprise customers get a dedicated team; free users get standard support
  • Sales processes - High-value deals go to senior closers
  • Professional services - Complex projects get senior consultants; simple ones go to junior staff
  • Subscription management - Enterprise onboarding gets your best people; free trials go to anyone

Setting up service-based assignment

Basic service level routing

Here’s a real example - routing tasks based on service packages.

Scenario: You’re onboarding clients, 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: “Select service package”

  2. Create assignment rules for each level:

    Rule 1: Platinum service

    IF (Service Package field) is "Platinum"
    THEN Replace Assignees for "Prepare proposal" with "Sarah Chen"
    AND Replace Assignees for "Account setup" with "Sarah Chen"

    Rule 2: Professional service

    IF (Service Package field) is "Professional"
    THEN Replace Assignees for "Prepare proposal" with "Mike Johnson"
    AND Replace Assignees for "Account setup" with "Mike Johnson"

    Rule 3: Basic service

    IF (Service Package field) is "Basic"
    THEN Replace Assignees for "Prepare proposal" with "Support Team" group
    AND Replace Assignees for "Account setup" with "Support Team" group

Advanced patterns

Workload-balanced assignment

Don’t pile everything on one person - assign to a group instead:

IF (Service Package field) is "Platinum"
THEN Replace Assignees for all account management tasks with "Senior Account Managers" group

When you assign to a group, Tallyfy distributes work across its members.

Multi-criteria assignment

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

IF (Service Package field) is "Enterprise"
AND (Industry field) is "Healthcare"
THEN Replace Assignees for "Compliance review" with "Healthcare Specialist Team"

This matches expertise to both customer tier AND industry.

Progressive expertise escalation

Higher tiers often need extra approval steps:

IF (Service Package field) is "Basic"
THEN Hide "Executive review" step


IF (Service Package field) is "Enterprise"
THEN Show "Executive review" step
AND Assign "Executive review" to "C-Suite" group

Example: Technical support tiers

Here’s how a support team can route tickets by customer tier.

Kick-off form fields:

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

Automation rules:

  1. Free tier - community support:

    IF (Customer Tier) is "Free"
    THEN Assign "Initial response" to "Community Managers"
    AND Update deadline to 48 hours from now

  2. Starter tier - standard support:

    IF (Customer Tier) is "Starter"
    THEN Assign "Initial response" to "Tier 1 Support"
    AND Update deadline to 24 hours from now

  3. Growth tier - priority support:

    IF (Customer Tier) is "Growth"
    THEN Assign "Initial response" to "Tier 2 Support"
    AND Update deadline to 4 hours from now

  4. Enterprise - dedicated support:

    IF (Customer Tier) is "Enterprise"
    THEN Assign "Initial response" to "Enterprise Success Team"
    AND Update deadline to 1 hour from now
    AND Show "Executive escalation" step

Each customer gets what they’re paying for. Your team stays organized.

Best practices

  • Clear service definitions - Document what each tier includes so your team knows the expectations
  • Backup assignments - Use groups instead of individuals so coverage doesn’t break during vacations
  • Time zones - Enterprise customers in different regions shouldn’t wait for your local team to start
  • Monthly review - Check assignment patterns to spot uneven workload before it causes burnout
  • Transparent routing - Tell customers upfront how their tier affects response speed

Automations > Examples

Tallyfy offers ready-to-use automation patterns covering task assignment routing and dynamic member selection and service-level-based delegation along with workflow controls like exclusive branching and synchronization gates and multi-level approval loops plus time-based rules for countdown deadlines and combined visibility conditions.

Templates > Automations

Tallyfy automations are IF-THEN rules added to templates that automatically adapt running processes based on form field entries and task events by showing or hiding steps and assigning tasks and setting deadlines without any manual routing.

Tutorials > Create an automation

Tallyfy’s automation rules use simple IF-THEN logic to dynamically adapt workflows at runtime — such as hiding and revealing onboarding steps based on a new hire’s role selection in a form field — so processes self-adjust without any manual intervention.

Footnotes

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

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