Auto-Assign Customer Requests by Stage in Planfix
To auto-assign customer requests by stage, you set the rule once in Planfix and every handoff after that happens on its own, with no chat message to the next colleague. Requests arrive from different communication channels, and the ones that sit without an owner are the ones that get missed. This one-minute video builds a classic request pipeline in Planfix CRM, from the request card to a Kanban board that reassigns a card as it moves.
What you’ll learn: requests, stages and Kanban in one object
- Create the object that every new customer request is built from.
- Name future requests with variables, so a card is readable before you open it.
- Add the stages of the request to the object’s set of statuses.
- Turn the finished set of stages into a Kanban board in one click.
- Set a stage’s selection parameters so the assignee changes when a request reaches it.
- End with one funnel where requests from every channel are processed in one window.
How to auto-assign requests by stage in the Planner, step by step
Step 1. Create an object for requests
Open Account management → Types of objects and click New Object. An object in Planfix is a digital twin of a real process, so requests get their own form, their own lifecycle and their own list of records, apart from ordinary tasks. In the object, enter the name of the future request using variables and select the assignee who will handle incoming requests, then save. The video predates the July 2026 rename of this section, so it may still show the old name, Objects.
Step 2. Add the stages of the request
Open the object’s set of statuses: the standard Planfix statuses are already in it. Click Add status to set, pick a status that exists in your account or create one with the plus button, then choose which statuses it can be reached from and which it can move to. The set of object statuses is the lifecycle of a request, so plan the way back too: allow a return to the previous step where your team needs it, and add transitions to Canceled and Completed from anywhere.
Step 3. Create the Kanban board in one click
Once every stage is in the set, click Create a Kanban. Planfix builds a Kanban board whose columns are your stages, and the team works on that board: dragging a card to the next column moves the request to the next stage. The board itself needs no further setup.
Step 4. Make the assignee change with the stage
Open the planner that holds the new board. When different employees or groups own different stages, the stage can hand the request over itself: open the stage settings and enter the assignee in its selection parameters. In a Planfix planner, the selection parameters of a column are exactly what a dropped card is set to, so a request dragged into that stage picks up the new assignee automatically. Add as many conditions as the stage needs: they are joined with AND by default, and the filter logic line also accepts OR and parentheses.
Example from the video: a request object on a Kanban board
The video sets up one object for incoming customer requests. Its name is assembled from variables, its assignee is the person who picks up new requests, and its set of statuses holds the stages a request passes through. One click turns those stages into a Kanban board in the planner.
On that board, the stages owned by other teams carry their own assignee in the selection parameters, so a request changes hands the moment it reaches them. The result is a lean funnel: requests from all of your communication channels are collected and processed in one window, and nobody has to remember who is next.
Who it’s for
- Sales teams: every request lands in one funnel, and a card moving to a later stage reaches the manager who owns it.
- Support and service teams: the board shows the stage of each request, so none of them sits without an owner.
- Managers: one window for requests from every channel, instead of a mailbox plus three messengers.
- Cross-department workflows: a stage that belongs to another team passes the request to it without a reminder.
- Small teams: the whole pipeline is no-code, an object with its statuses and one board.
FAQ
Can Planfix change the assignee automatically when a request moves to the next stage?
Yes. Enter the assignee in the selection parameters of that stage in the planner. A planner column sets the parameters of any card dropped into it, so the request changes hands as soon as it reaches the stage.
Do I need a developer to set up a request pipeline?
No. The object, its set of statuses and the Kanban board are all no-code settings, made in Account management and in the planner.
Can a request be returned to a previous stage?
Yes, when the set of statuses allows it. Transitions are defined per status: as you add a status, you choose which statuses it can be reached from and which it can move to, so plan the returns in advance along with the paths to Canceled and Completed.
Build your request pipeline in the Planner
Take the requests your team handles most often and give them one object, one set of stages and one board; from there the stage settings do the handoffs. For a pipeline that also takes requests in from a mailbox on its own, see our video on the help desk workflow in Planfix. New to Planfix? Sign up to try it.
