> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360-initial-settings/sac-360o-creating-and-configuring-funnels-pipelines.md). # SAC 360º - Creating and Configuring Funnels / Pipelines The **Funnels (Pipelines)** of SAC 360º allow organizing support requests into stages, making it easier to track requests and manage the team. With them, it is possible to view the progress of each support case, identify bottlenecks in the process, and ensure that no request goes untracked. {% embed url="" %} *** ### What is a Funnel/Pipeline? A funnel (pipeline) is the visual representation of the stages a support case goes through, from the first contact until its completion. In SAC 360º, pipelines help organize support cases strategically, providing more control and efficiency for the team. ### Benefits of using Funnels in SAC 360º #### Visibility and Control It allows you to easily track the status of each support case and identify which stage it is in. #### Identification of Bottlenecks It makes it easier to identify stages with a higher volume of support cases or delays in the process. #### Prioritization of Support Cases It helps direct efforts toward more urgent or strategic support cases. #### Continuous Improvement Analyzing the support flow makes it possible to make constant adjustments to processes, increasing team productivity and customer satisfaction. *** ## How to create a Funnel/Pipeline ### Accessing the settings Go to the **SAC 360º** through the menu: **Menu → General → SAC 360º** Or use the field **Find Services** (magnifying glass icon) and search for **SAC 360º**. #### List View In the mode **List**, click on the **Settings** located at the bottom of the sidebar. #### Kanban View In the mode **Kanban**, click on the **Settings** located at the top area of the board. ### Creating a new Funnel 1. Access **Funnel/Pipeline**. 2. Click on **Create New Funnel**. 3. Enter the desired name for the funnel. 4. Click on **Save**. Example: *Technical Support*, *After-sales*, *Finance*, among others. After creation, the management screen for the new funnel will be displayed. *** ## Creating Stages in the Funnel With the funnel created, click on **New Stage** to add the statuses that will represent the flow of your support cases. When creating a stage, it will be necessary to provide: * **Stage name** (required); * **Initial position of the stage** in the Kanban order; * **Highlight color when there is a customer response**; * **Main color of the stage card**. After creation, the stages will be displayed in the section **In the Funnel**. *** ## How Pipelines Work Without configured stages, support cases are displayed simply in Kanban. After creating the pipeline, each support case is displayed within a specific stage, allowing movement between statuses through the drag-and-drop feature. This provides a clearer view of the progress of support cases and makes it easier to manage the team's requests. *** ## Using Pipelines in List Mode Even if your team uses **List View**, pipelines remain available. In this mode, the funnel stages function as **support case statuses**, allowing you to track the progress of each request without needing to use Kanban. > **Important:** Stage changes can also be performed automatically through the system's Automations. *** ## General Funnel Settings In addition to creating stages, SAC 360º offers settings to define the order in which support cases appear in Kanban. To access: **Funnel/Pipeline → General Settings** ### Move support cases to the top when new messages are received When this option is enabled, any support case that receives a new message will be automatically moved to the top of the current stage. This setting is ideal for highlighting active conversations and ensuring faster responses. ### Position of new support cases Defines where new support cases will be placed within the funnel's initial stage. You can choose between: #### Start New support cases will be displayed at the top of the stage, showing the most recent ones first. #### End New support cases will be displayed at the end of the stage, keeping the oldest ones at the top. *** ### Access Permissions for Funnels SAC 360º also allows you to control which users can view and use each funnel, providing a more organized and secure management of support cases. Through **Access Permissions**, it is possible to restrict access to certain pipelines, ensuring that each team sees only the support cases related to its area of operation. This setting is especially useful for companies that have different departments, such as: * Sales; * Technical Support; * Finance; * After-sales; * Collections. This way, users will only have access to the funnels allowed in their profile, preventing access to other teams' support cases and maintaining better operational organization. > **Important:** Permissions are configured in the **Access Permissions** of the system. If the user does not have authorization for a given funnel, it will not be displayed in SAC 360º. This information complements the article by showing that, in addition to creating funnels, it is also possible to control **who can view and work on each pipeline**, a feature widely used in operations with multiple departments.
*** ## Example Funnel Structure Each company can create its own support flow. A common example is: 1. Request Reception 2. Initial Screening 3. In Progress 4. Waiting for Customer Response 5. Resolution 6. Completed This structure can be adapted according to the operation's needs. *** ## Best Practices * Define clear and objective stages. * Avoid creating unnecessary stages. * Review your support flow periodically. * Use automations to move between stages whenever possible. * Train the team to correctly use funnel statuses. *** ### Conclusion SAC 360º Funnels (Pipelines) are essential for organizing and tracking support cases efficiently. With a well-defined structure, your team gains more visibility into requests, improves productivity, and offers customers faster, more organized support. Also take advantage of the sorting settings to highlight recent support cases and keep the focus on conversations that require immediate attention.