Team Requests & Specialist Routing
The deal that decides your quarter is waiting on a specialist, and the ask for one is sitting in a channel: a rep who needs a sales engineer, or an SE who needs someone that has actually run Kubernetes at scale. Whoever is online answers before whoever is right. Opine routes the ask on the skills the deal needs, staffs it in minutes, and records why. Your best people land where the revenue is.
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The right specialist, and the reason they got picked
A request names what the deal needs. Rules read it, your team scores against it, and the whole thing is tracked from the ask through to done.
A request type carrying your own custom fields: the skills required, the priority, and the times that work. It lands on the deal and in the queue at the same moment.
The right specialist, and the reason they got picked
A request names what the deal needs. Rules read it, your team scores against it, and the whole thing is tracked from the ask through to done.
- 01 · The ask
File what the deal actually needs
A request type carrying your own custom fields: the skills required, the priority, and the times that work. It lands on the deal and in the queue at the same moment.
- 02 · The rules
Routing reads it before a person does
Rules match on request type, required skills, and your team groups, organized by territory or specialty. One well-designed type routes to many teams without type sprawl.
- 03 · The shortlist
Your team, scored on this request
Candidates come back ranked on the skills the request asked for, with a proposed assignee at the top. An owner confirms in a click, or overrides with a reason.
- 04 · The record
Tracked through to done
Assigned, scheduled, delivered, closed. Every status change joins the rule evaluation and the proposal on the request, so the staffing history is there when someone asks how this deal got its team.
A channel can't tell you what your team was asked for
The requests you can count are the ones somebody answered. The Friday ask nobody picked up, the deal that waited a week for a security review, the specialist three teams keep asking for by name: none of it survives in a channel. In Opine the ask is a record from the moment it is filed, so you can see what your team was asked for, how long each ask waited, and which deals were sitting still while it did. Utilization tells you how busy your specialists were. This tells you what the queue behind them cost you, and that is the number that argues for another hire.
Specialist time, finally under management
It is the constraint on every technical deal you run. The queue, the skill catalog, and the audit trail are how you see where it goes, direct it, and defend it in a headcount review.
Demand you can finally count
Every request in one queue: open, assigned, and the ones still waiting on somebody. Stats and filters sit on top, so “we need another security specialist” arrives with the number behind it.
Matched on skills, not on who answers first
A skill catalog, a proficiency rating per team member, and required skills on every request. Candidates are scored against what this deal actually asked for.
Automate as far as you trust it
Three routing modes, chosen per rule. Auto-assign the routine requests, hold the sensitive ones for an assignment owner, and route the rest by hand.
One deal, more than one specialist
Requests are per need, not per deal. A deal carries as many as it takes, each with its own assignee, and its Team Requests tab shows the whole staffing picture.
What changes, from the request to the roster
Three people touch every specialist ask. In a channel, none of them can see the queue behind it.
Asking stops being a favor they have to chase
A rep needs an SE, or an SE needs someone who has done this exact thing before. Either way the request carries what the deal needs and where it stands, so there is no second message on Monday asking whether anyone saw the first one. When it is staffed, the assignee and the time are on the deal they were already looking at.
Work arrives matched, not by who was quickest
Requests reach the people the skill catalog says can do them, so the security specialist stops picking up performance testing because they happened to be online. The ones already carrying five open requests are visible before another lands on them.
A staffing picture that survives the quarter
Open requests, median wait, and which teams the demand came from, all read straight off the queue. When you argue for another specialist, you are arguing from the asks your team received, not from the ones that happened to get answered.
Asked in real demos
The questions that come up when specialist staffing moves out of a chat channel.
Have one we didn’t cover? Bring it to the demo →
RoutingDo we need a request type per team, or can routing figure out where a request goes?
Routing does the work. Rules match on request type, required skills, and team groups organized by territory or specialty, so one well-designed type can route to many teams without type sprawl.
ApprovalsCan a manager stay in the approval loop without becoming the bottleneck?
Yes, in Assignment Owner mode. The decision holds with one owner, who accepts the system-proposed candidate in a click or overrides it with a recorded reason. Auto Assign exists for the request types that don't need a human gate. A primary approver plus a CC'd group who can self-assign isn't supported today.
AvailabilityDoes routing consider skills and availability?
Skills, yes. Availability, through proposed times. A skill catalog, per-member proficiency, and the required skills on each request drive candidate scoring. Availability is handled by the requester proposing time slots with time zones. Automatic working-hours-aware assignment isn't supported today, and it's a request we're considering.
StaffingWe usually have several specialists on one deal. How does assignment handle that?
Requests are per need, not per deal. A deal can carry several requests, each with its own assignee, and the deal's team reflects everyone staffed. Its Team Requests tab shows the full staffing picture in one place.
Where it livesIs this another inbox our team has to check?
It sits on the records they already open. The same request appears in the queue a leader works from and on the deal and account tabs the team is already in. The queue carries the stats, filters, and detail view; the deal carries the requests attached to it.
AuditIf someone overrides the recommendation, can we see that later?
Yes, with the reason attached. Every rule evaluation, the proposed candidate, the confirmation or the override with its recorded reason, and each status transition after it are all recorded on the request.
Proven in the field
Technical sales teams run their staffing on Opine. The results are public.
“Opine is the first tool that I’ve seen in my twenty years of sales that truly honors the SE craft. Now, I can do everything from deal management to capacity planning in Opine. It’s a dream.”
Clive Quinton
Manager of Solutions Engineering at Tailscale
