# SAC 360° Automation – Return case 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

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

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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.

8. Add another action:

* **Start service with the contact owner**

9. In **Additional settings**:

* Enable: **Only one trigger per contact**

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

***

### ⚙️ 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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