# SAC 360° Automation - Alerting the agent that there is a case waiting for a long time

It is common, in operations with a high volume of service requests in SAC360, for some tickets to end up being forgotten due to organizational or follow-up failures by the agent. With that in mind, why not notify the user/agent whenever there is a service waiting for action?\
\
Below, we present a simple and visual approach that 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. Go to 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 WITHOUT RESPONSE”.

You can check examples just below.

<figure><img src="/files/61aae0f9069974f2d8f231c745b807aa3f84df9e" alt=""><figcaption><p><em>Accessing the settings</em></p></figcaption></figure>

<figure><img src="/files/6ef5c5cb7c550030dbf7807db1ba6473d6c427e2" alt=""><figcaption><p><em>Accessing Funnel / Pipeline</em></p></figcaption></figure>

<figure><img src="/files/98098102bfbbf295e2335ee29bff2c4e6ecaae26" alt=""><figcaption><p><em>Choosing the funnel and creating the stage</em></p></figcaption></figure>

<figure><img src="/files/6290097e26125ee4c491567f0120f69c5e5f13d1" alt=""><figcaption><p>Creating the stage</p></figcaption></figure>

## Creating the automations

Now we will create the automation responsible for moving the lead to a stage when it remains without a response.

Follow the flow below to configure the automation:

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

Conditions\
\- Add the condition “Date of the last message”.\
\- Configure as follows:\
&#x20;    Source: of the lead\
&#x20;    Rule: was more than\
&#x20;    Time: set the desired period without a response.\
&#x20;    Enable the option “Check conditions until they are met”.

With this, when the lead remains for the defined time without a response, the automation will run and the employee will be notified.\
\
Actions\
\- Add the action “Change service stage”.\
\- Select the stage created previously: “LEAD WITHOUT RESPONSE”.

You can check examples just below.

<figure><img src="/files/dbfafecaafbd616c44e6e3e834dff2698ac47665" alt=""><figcaption><p><em>Conditions</em></p></figcaption></figure>

<figure><img src="/files/e2c8c30fed39c07c0f2e53f56e520715ed50f524" alt=""><figcaption><p><em>Actions</em></p></figcaption></figure>

## Automation to notify the employee&#x20;

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

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

Finally, in **Actions**, configure the action to **send a WhatsApp message to the employee**.<br>

<figure><img src="/files/578a7ab7e60db080bfdd4db482bb6094f3781eb0" alt=""><figcaption></figcaption></figure>

<figure><img src="/files/eec9ee8b699ca4af98cb28e26db6dd0974f96001" alt=""><figcaption></figcaption></figure>

Once done, just save and wait for it to happen.


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