During lunch hours, agents are unavailable — but leads keep sending messages. To prevent these inquiries from going unanswered, it is possible to create an automation that detects when the lead sends a message during this period and automatically transfers the inquiry to another available user.
How does the logic work?
The automation combines two simultaneous conditions to act accurately:
The owner of the inquiry is an agent who is on lunch break
The current time is within the configured lunch window
When both are true and the lead sends a message, the inquiry is redirected to another agent in the queue.
Lead sends a message
↓
Is the owner the agent on lunch break? And Is the time within the interval?
↓ (both true)
Transfer to the next available agent in sequence
Step by step
1. Access SAC 360º and create a new automation
Go to SAC 360º (use the "Menu" or search by name). Then, go to the Automations section and click + New Automation
Entering SAC
Accessing automations
Creating the automation
2. Configure the automation
Fill in each field as below:
Title Give it a descriptive name, for example: "Lunch break transfer — [Agent name]".
Trigger Select "The lead sent a message". This way, the automation checks the conditions every time the lead sends any message during the interval.
Conditions Combine the following conditions to identify inquiries during lunch hours:
"The owner of the inquiry is" → select the agent who will be on lunch break
"The time is between" → define the lunch interval (e.g., from 12:00 PM to 1:00 PM)
💡 If the team has staggered lunch breaks, create a separate automation for each agent with their respective time interval.
Action Select "Transfer inquiry" and configure it to Sequentially — User. Click New and specify the agents who will receive inquiries during this period, in the desired order of priority.
⚙️ Sequential distribution ensures that inquiries are shared among available agents, rather than always being sent to the same one.
Save Click Save. The automation will already be active and working for the next inquiries that come in during the configured time.
Title and Trigger
Conditions
Action
Action setup
Additional settings
Save Click Save. The automation will already be active and working for the next inquiries that come in during the configured time.
