360º Support Desk Automation - Service roulette + Sending WhatsApp to the employee

In SAC 360, there is the possibility of performing a service roulette, which allows leads to be distributed randomly among the employees of a department as soon as they arrive at the SAC. In addition, employees are notified about the arrival of leads via WhatsApp messages, ensuring agile and efficient communication.

For this strategy, follow the step-by-step below:

1 - Access SAC 360

2 - Click on the automations icon and + New Automation

3 - Add a title for the automation.

• Trigger: When the lead sends any message

• Action: Change lead Access permission >> Department random and include person responsible (this action will make the leads receive the access permission of the department users so that they see the service interactions and opportunities tied to this lead)

• Action: Start Service >> with the person responsible for the lead

• Action: Send a WhatsApp to the employee (in this case, users must be configured with the correct WhatsApp number in the indicated field, starting with the country code 55).

Save the automation.