360° Customer Service - Ignored Groups

In SprintHub, it is possible to block groups directly in SAC 360º to maintain organization, avoid unwanted interruptions, and ensure more efficient communication with your Leads and Contacts.

Why ignore groups?

Ignoring groups can be useful in different situations, such as:

• Groups that do not require active support, such as internal or test groups;

• Avoiding an overload of irrelevant messages in the SAC;

• Filtering unwanted interactions, such as spam or automatic messages from external groups;

• Keeping the focus on priority support, better organizing your support team;

• Avoiding duplicate information when the same Leads participate in different channels/groups.

This feature is available both in the mode List as well as in the mode Kanban of SAC 360º.

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How to block groups in SAC 360º

Follow the step-by-step below to ignore a group:

1. Go to the SAC 360º through the “Find Services” menu or by typing the name directly in search.

2. Open the ticket related to the group you want to block.

3. Click on “Support Options” (three-dot icon ...);

4. Select the wall icon "Ignore Group";

5. Enter the block reason in the indicated field;

6. When confirming, the the group ID will be added to the blocked list, preventing sending and receiving messages from this group;

7. Click on “Block” to finish.

Viewing and managing Ignored Groups

To view and manage the groups already ignored:

1. Access “Settings” in the side menu;

2. Click the option “Ignored Groups”;

3. You will see a list with the following information:

• Group ID

• Group name

• Block reason

• Ignored by (showing the photo and data of the responsible user)

• Date and time when the group was blocked

1. If you wish to reactivate communication with a group, click on the red trash can icon 🗑️ to remove the block.

CONCLUSION

Ignoring groups in SAC 360º is a strategic feature to maintain the productivity and organization of the support team, filtering what really needs attention. By using this tool, your operation gains efficiency, reduces noise, and keeps the focus on relevant interactions with your Leads and Contacts.