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# 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?\
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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.\
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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.
