🔹Social Manager - How to change Support ticket Status/Stage when receiving comments

How to change the Status/Stage of SAC service when receiving comments from Meta accounts

In this example you receive comments on your Instagram posts, and want to change the status/stage of the service in SAC 360.

Leads coming through comments are not related leads, which prevents automations from running.

Based on this, follow the strategy below to make this lead related and achieve the automation's objective:

1 - Create a funnel/pipeline in SAC 360 with the service statuses that will be changed according to the lead's action. To learn how to create a funnel/pipeline click here

2 - Create an automation in Social Manager so that when the lead posts a comment, they are forwarded to direct message.

Check the video below:

• To learn more about Social Manager, click here

3 - Let's create a chatbot to respond to the lead when they are directed to direct message via the Social Manager automation.

In Chatbot, click +New, and make the following initial configurations:

• Limit the channel to Instagram Direct

• Specify the account

• Limit to when the message contains the word Acelere

It is important that the builder contains the following blocks:

• Action Start service, indicating the person responsible and the user

• Action Change service status, indicating which pipeline status you want to direct the lead to

Save the automation and set it to Published to activate it.