SAC 360° Automation - Condition "The author of the last message is"

To create your automation follow the step-by-step below:

When you open your Sac 360°, click on the Automations icon;

Then click on 'New automation';

Configure your automation; Define a title, and the condition which in the example will be "The author of the last message is..."

Next, it is necessary to define whether the author of the last message, which will be the condition for the automation, will be the lead or a agent (including automations).

Specify the action to be executed when the established condition is met. You can choose more than one action at a time.

• We will use as example the condition of Start a chatbot. This means you can develop a satisfaction feedback chatbot and configure the automation so that when the last message is sent by the lead.

Select the desired Chatbot;

Configure your automation; Set the recurrence: If this automation should run multiple times while the conversation meets the conditions, set the desired frequency below.

"Limit to channels'": The automation will be started only when the conversation is from one of the selected channels. Leave empty for any channel.

"Limit to accounts" : The automation will be started only when the conversation is in one of the selected accounts. Leave empty for any account.

"Limit to status": The automation only when the conversation has one of the selected statuses. Leave empty for any status.

Then click on 'Save automation';