Applies to: Admins, Managers, Sales Associates
Overview
When the AI Opportunity Engine identifies a customer outreach opportunity — such as a post-purchase thank you or an abandoned cart follow-up — it automatically assigns it to the staff member with the strongest existing relationship with that customer. This article explains how assignment works and what to do if an opportunity is assigned to the wrong person.
Assignment Strategy
Endear uses a priority-based system to determine who receives each opportunity. The system evaluates the following criteria in order, stopping at the first match:
Assisted by: If the customer's most recent associated order was assisted by a specific staff member, that person receives the opportunity. This is the highest-priority match because it reflects the most direct sales relationship.
Processed by: If no "assisted by" record exists for the order, the opportunity is assigned to the staff member who processed the transaction (the cashier). While they may not have directly assisted the sale, they were the last staff member to interact with the customer at checkout.
Assigned user: If neither of the above applies, the opportunity falls back to the staff member who is currently assigned to the customer in Endear. This is the default assignment and serves as a catch-all when no order-level staff data is available.
Note: The system stops at the first match it finds. For example, if an order has both an "assisted by" and a "processed by" record, the opportunity will always go to the staff member listed under "assisted by."
Why Assignment Works This Way
The goal is to make outreach feel personal. When a customer receives a follow-up message from the same staff member who helped them in-store, it reinforces the relationship and makes the outreach more relevant. By prioritizing the staff member who most recently assisted or processed the customer's order, the system ensures that follow-ups come from a familiar face whenever possible.
This is especially useful for brands where different staff members may assist versus ring up a customer. The assignment strategy accounts for both scenarios so the most contextually relevant person is always chosen first.
What if an Opportunity Is Assigned to the Wrong Person?
If you believe an opportunity has been assigned incorrectly, here are a few things to check:
Open the customer's profile in Endear and review their recent order history. Confirm which staff member is listed under "assisted by" and "processed by" for the relevant order.
Check the customer's assigned staff member in their profile. If no order-level data exists, this is the fallback the system uses.
If the assignment data is correct but you'd like a different staff member to handle the outreach, an admin or manager can update the customer's assigned staff member in their profile. Future opportunities for that customer will reflect the updated assignment.
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