SAC 360° Automation – Return ticket to the same owner

To ensure that a client is always served by the same person responsible, it is necessary to create two automations:

• The first defines the contact owner (if there isn’t one yet)

• The second ensures that future interactions return to that same owner

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⚙️ 1st Automation – Define contact owner

This automation will be responsible for assigning an owner to the contact in 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 owner?

   • Select: NO

6. Add the action:

   • Change contact access permission

7. Configure the action:

   • It can be:

     • A specific user

     • Or distribution in roulette

   • Enable the option: Is the responsible user also the owner?

The selected user (or the first in the list) will also be set as the contact owner.

1. Add another action:

• Start service with the contact owner

1. In Additional settings:

• Enable: Only one trigger per contact

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

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⚙️ 2nd Automation – Always return to the same owner

This automation ensures that all future interactions are directed to the owner already defined.

📌 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 owner?

   Set as:

   • YES → considers any owner or

   • Yes, being one of the users... → to define specific users

6. Add the action:

   • Start service with the contact owner

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🔄 How it works in practice

• In the first contact, the system automatically defines an owner

• That owner is linked to the contact

• In the next interactions, the system always returns to the same user

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⚠️ Important notes

• The 1st automation must have single trigger enabled to avoid reassignments

• The 2nd automation ensures continuity of service

• If the owner is unavailable, the behavior may vary according to other configured rules (e.g.: roulette, permissions, queues)

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