> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/strategies/broadcast/broadcast-communication-between-customer-support-and-crm-automation-for-wins-and-losses.md).

# Broadcast - Communication between Customer Support and CRM: Automation for wins and losses

Communication between modules is essential to keep processes organized and automated. With the **Broadcast** feature in SprintHub, it is possible to create automations between **SAC** and **CRM**, allowing actions performed in one environment to automatically reflect in the other.

In this article, you will learn how to use Broadcast to automate **gain** and **loss of opportunities**, moving support tickets in SAC automatically according to changes in CRM.

{% embed url="<https://youtu.be/z1NKfP0aslg>" %}

***

#### Practical example

When an opportunity in CRM is marked as **Won**, the system can automatically move the customer's conversation in SAC to a **After-sales**.

Likewise, when an opportunity is marked as **Lost**, the support ticket can be automatically moved to a specific window for **Closed** or **Reactivation**.

***

### How does the automation work?

The automation logic works in two steps:

#### 1. Broadcast emission in CRM

The first step is to configure an automation in CRM to emit a Broadcast when an opportunity status change occurs.

Example:

* Opportunity changed to **Won**\
  → Emit Broadcast: `crm_won`
* Opportunity changed to **Lost**\
  → Emit Broadcast: `crm_lost`

This Broadcast will act as a “notice” for SAC to perform an action.

***

#### 2. Capturing the Broadcast in SAC

After the signal is emitted, it will be necessary to configure a trigger in SAC to listen for this Broadcast and perform the desired action.

Examples of automatic actions:

**When there is a Win**

**Trigger:** Receive Broadcast `crm_won`

**Action:**

* Move the conversation to the window **After-sales**
* Change support owner
* Add converted customer tag

**When there is a Loss**

**Trigger:** Receive Broadcast `crm_lost`

**Action:**

* Move conversation to the stage **Lost**
* Close support
* Apply tag for future reactivation

***

### Benefits of this automation

The integration between SAC and CRM through Broadcast provides several advantages:

✅ **Reduction of manual tasks**\
Avoids manual movement of conversations between departments.

✅ **Greater operational organization**\
Each opportunity automatically follows the correct flow.

✅ **Faster support**\
The team receives the customer already directed to the ideal department.

✅ **Fewer human errors**\
Avoids oversights or incorrect movements.

✅ **Better customer experience**\
The contact is handled according to the commercial status immediately.

***

### Example of a complete flow

1. The salesperson marks the opportunity as **Won** in CRM;
2. CRM emits the Broadcast `crm_won`;
3. SAC receives the signal;
4. The conversation is automatically moved to **After-sales**;
5. The responsible team takes over the support.

Or:

1. The salesperson marks as **Lost**;
2. CRM emits `crm_lost`;
3. SAC receives the Broadcast;
4. The conversation is moved to **Lost/Reactivation** automatically.

***

### Conclusion

The use of **Broadcast between SAC and CRM** is an efficient way to automate communication between departments and ensure that support follows the actual status of opportunities.

By configuring gain and loss events **gain and loss**, your operation becomes more organized, faster, and smarter, ensuring that no customer is left without the correct routing after a change in CRM.


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