SAC 360° Automation - View available to all agents

In certain situations, it may be necessary to restrict access to a specific support case so that only other team members can view it, or to allow only the department manager to monitor the team's performance. This can be implemented through the following method:

Within SprintHub, in all services you can click on "General" and then "SAC 360°/Omnichannel", if you wish you can search for "SAC 360°/Omnichannel".

Open your "SAC 360°/Omnichannel" and then Automation

Create an Automation without condition

Title: This would be the name you want to give the automation.

Trigger: Add the trigger to start the automation, selecting the option "The lead sends a message" where you set it to any message, second trigger with the option "The person responsible for the support is updated" leaving it blank for all users.

Set a permission action

Action: Set the action to "Change lead access permissions" to obtain the release of access to the lead, choose the best option you want to grant from the "Access Type", if you wish you can include or not the person responsible for the lead.

"Remember: The automation will remove all permissions from all support cases that send messages or that have the support responsible updated.

Selecting the "Access Type" Simple, just leave the "User" and "Department" fields empty.

Action Repetition: Determining whether you would like repetitions to occur while the support case remains in one of the "Configured Statuses" in "Limit to Status".

Limiting the channels you want to link and only a single trigger per lead.

By following the step-by-step, the Automation is ready.