SAC 360° Automation - Alerting the Attendant that there is a Service waiting for too long

It is common, in operations with a high volume of requests in SAC360, for some tickets to end up being forgotten due to organization or follow-up failures by the agent. With that in mind, why not notify the user/agent whenever there is a ticket awaiting action? Below, we present a simple and visual approach, which can be easily customized according to the needs and dynamics of each business.

Creating a new stage

To create a new stage, follow the flow below:

1. Access Settings, located in the lower-left corner of the screen.

2. Then, click on Funnel / Pipeline.

3. Select the funnel in which the new stage will be created.

4. Create the stage with the name “LEAD NO RESPONSE”.

You can check examples below.

Accessing the settings

Accessing Funnel / Pipeline

Choosing the funnel and creating the stage

Creating the stage

Creating the automations

Now we will create the automation responsible for moving the lead to the stage when it remains unanswered.

Follow the flow below to configure the automation:

Automation creation - Define a title for the automation. - In Triggers, it is not necessary to configure any option.

Conditions - Add the condition “The date of the last message”. - Configure as follows: Source: from the lead Rule: was more than Time: set the desired period without response. Enable the option “Check conditions until they are met”.

With this, when the lead remains for the defined time without response, the automation will be executed and the employee will be notified. Actions - Add the action “Change service stage”. - Select the stage created earlier: “LEAD NO RESPONSE”.

You can check examples below.

Conditions

Actions

Automation to notify the employee

In this new automation, you should use as the trigger the stage change to LATE. With this approach, even if the manager manually changes the stage to LATE the agent will still receive the alert.

In Conditions, add your team's service hours, ensuring that the system does not send WhatsApp messages outside business hours.

Finally, in Actions, set the action to send a WhatsApp message to the employee.

After that, just save and wait for it to happen.