SAC 360º - Transferring Support Case - Lunch Break

What is this setting?

During lunch hours, agents are unavailable — but leads continue sending messages. To prevent these conversations from going unanswered, you can create an automation that detects when the lead sends a message during this period and automatically transfers the conversation to another available user.

How does the logic work?

The automation combines two simultaneous conditions to act accurately:

• The Responsible of the conversation 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 conversation is redirected to another agent in the queue.

Lead sends a message
          ↓
Is the responsible agent on lunch?  And  is the time within the interval?
          ↓ (both true)
Transfer to next available agent in sequence

Step by step

1. Access SAC 360º and create a new automation

Go to the SAC 360º (use the "Menu" or search by name). Then, access the section Automations and click on + New Automation

Entering SAC

Accessing automations

Creating the automation

2. Configure the automation

Fill in each field as follows:

Title Give it a descriptive name, for example: "Lunch-hour 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 conversations during lunch hour:

• "The conversation owner is" → select the agent who will be on lunch break

• "The time is between" → set 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 conversation" and set it to Sequentially — User. Click New and specify the agents who will receive conversations during this period, in the desired priority order.

⚙️ Sequential distribution ensures that conversations are split among available agents, and not always directed to the same one.

Save Click on Save. The automation will already be active and working for the next conversations that come in during the configured time.

Title and Trigger

Conditions

Action

Action setup

Additional settings

Save Click on Save. The automation will already be active and working for the next conversations that come in during the configured time.