SAC 360° - Enabling and disabling Chatbot manually

The SAC 360º allows starting a Chatbot manually during a support interaction, offering more flexibility to automate part of the conversation even after the support interaction has already begun.

This feature is ideal when the agent wants to run an automated flow to collect information, perform qualification, or guide the customer through a specific process without needing to end or recreate the support interaction.

Important: To use this feature, the Chatbot must have been previously created and published on the platform.

Chatbot - Getting Started

For a Chatbot to be manually started by SAC 360º, in the ChatBot settings, the option "Allow the bot to be activated manually?" must be enabled.

If this option is disabled, the Chatbot will not be displayed in the list of bots available for manual activation during the support interaction.

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Accessing a support interaction

1. Go to the Menu > General > SAC 360º.

2. Open the support interaction in which you want to start the Chatbot.

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Activating the Chatbot

1. At the bottom of the support screen, click the icon Chatbot.

2. The list of available Chatbots will be displayed.

3. Select the Chatbot you want to run.

4. After selection, the Chatbot will automatically start the flow configured for that support interaction.

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During execution

While the Chatbot is active, it will follow the flow exactly as configured, sending messages and processing the Contact's responses.

If the flow has fields for entering information (such as name, email, phone number, or custom fields), the data provided by the customer may be automatically saved in the Contact record, according to the Chatbot configuration.

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Deactivating the Chatbot

If it is necessary to interrupt the automation and resume manual support:

1. Click the icon again 🤖 Chatbot.

2. The Chatbot will be deactivated immediately and the support interaction will continue normally under the agent's responsibility.

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Conclusion

Manual ChatBot activation offers greater autonomy to agents, allowing automations to be started only when necessary, without depending on automatic triggers. In this way, it is possible to combine human support with intelligent flows, making the process more agile, organized, and efficient.