SAC 360° Automation - Action when resolving a ticket

How to build an automation that occurs when resolving a ticket. For this example, Leads will be added to a segment.

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Initial settings

For this example, an automation called "Finished without Trigger" was created. The purpose is to segment Leads that have already been finished, with the intent of using this information in filters or other automations. For this, there will be no Triggers, but Conditions can be used if applicable.

Adding title to the automation.

Configuring action and status limitation

In Actions was added 'Modify Lead segments', edited to add the Lead to an instance segment — To learn how to create a segment, click here.

In Limit to channels, you can include only 'Completed' in Limit to statuses; this way, the automation will occur only for finished attendances.

Click 'Save Automation' and it'll be ready!

Adding to the segment and limiting to the status 'Completed'.