SAC 360° Automation - Alerting the attendant that there is a ticket 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.

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 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: Source: of the lead Rule: was more than Time: set the desired period without a response. 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.

Conditions

Actions

Automation to notify the employee

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.

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