# SAC 360º - Transferring a Case - Lunch Break

### What is this setting?

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**

<figure><img src="/files/7ba0c116354b26715d0c1b578dd175f2de92ecaa" alt=""><figcaption><p>Entering SAC</p></figcaption></figure>

<figure><img src="/files/7df4fdb509aa5fa6630497e2f3b88a47a822fd47" alt=""><figcaption><p>Accessing automations</p></figcaption></figure>

<figure><img src="/files/a5ce078707170216543a078f227b8a83d22afb84" alt=""><figcaption><p>Creating the automation</p></figcaption></figure>

#### 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.

<figure><img src="/files/69d358b8bff67f3249d4826eec773f4130b04fb2" alt=""><figcaption><p>Title and Trigger</p></figcaption></figure>

<figure><img src="/files/f2e9888a6d1874b6f6ce1392512fadd68dd6b5c1" alt=""><figcaption><p>Conditions</p></figcaption></figure>

<figure><img src="/files/bf26798575891ace08d76c626d30fd86019f3dc3" alt=""><figcaption><p>Action</p></figcaption></figure>

<figure><img src="/files/b1596bc1358f1b1c221cbbc01d9a3b051f49c669" alt=""><figcaption><p>Action setup</p></figcaption></figure>

<figure><img src="/files/c93eb4aa83485e6e2b9503637d2f8ea6c69bff3b" alt=""><figcaption><p>Additional settings</p></figcaption></figure>

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


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