SAC 360º - 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 testing groups;

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

This feature is available both in List mode and in Kanban mode 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. Access the 360º CUSTOMER SERVICE via the “Find Services” menu or by typing the name directly in the 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. Provide the reason for blocking in the indicated field;

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

7. Click “Block” to finish.

Viewing and managing Ignored Groups

To view and manage 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

• Reason for blocking

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

• Date and time when the group was blocked

1. If you wish to reactivate communication with any group, click 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.