> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360o-automations/sac-360-automation-return-service-to-the-same-owner.md).

# SAC 360° Automation – Return service to the same owner

To ensure that a customer is always served by the **same agent**, it is necessary to create **two automations**:

* The first defines the contact's agent (if they don't already have one)
* The second ensures that future interactions return to that same agent

{% embed url="<https://youtu.be/vlQu_0QPpu8>" %}

***

### ⚙️ 1st Automation – Define the contact's agent

This automation will be responsible for **assigning an agent to the contact on the first interaction**.

#### 📌 Step by step

1. Access:\
   **Menu → General → SAC 360º**
2. Go to:\
   **Automations**
3. Click on:\
   **Create new automation**
4. Set the trigger:
   * **The contact sends a message**
5. Add the condition:
   * **Does the contact have an agent?**
   * Select: **NO**
6. Add the action:
   * **Change access permission for the contact**
7. Set up the action:
   * It can be:
     * A specific user
     * Or distribution in **round robin**
   * Enable the option:\
     **Is the responsible user also the contact owner?**

> The selected user (or the first in the list) will also be set as the contact's agent.

8. Add another action:

* **Start service with the contact's agent**

9. In **Additional settings**:

* Enable: **Only a single trigger per contact**

> This automation will run only once per contact, even if new interactions occur.

***

### ⚙️ 2nd Automation – Always return to the same agent

This automation ensures that **all future interactions are routed to the already defined agent**.

#### 📌 Step by step

1. Access:\
   **Menu → General → SAC 360º**
2. Go to:\
   **Automations**
3. Click on:\
   **Create new automation**
4. Set the trigger:
   * **The contact sends a message**
5. Add the condition:

   * **Does the contact have an agent?**

   Set it to:

   * **YES** → considers any agent\
     **or**
   * **Yes, being one of the users...** → to define specific users
6. Add the action:
   * **Start service with the contact's agent**

***

### 🔄 How it works in practice

* No **first contact**, the system automatically assigns an agent
* This agent remains linked to the contact
* In subsequent interactions, the system **always returns to the same user**

***

### ⚠️ Important notes

* The 1st automation must have single trigger activated to avoid redefinitions
* The 2nd automation ensures continuity of service
* If the assigned agent is unavailable, the behavior may vary according to other configured rules (e.g., round robin, permissions, queues)

***


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