# SAC 360º Automation - Case Roulette + WhatsApp Sending to Employees

SAC 360º automation allows support requests to be distributed intelligently among employees and notifies them automatically via WhatsApp whenever a new request is assigned.

This approach ensures greater agility, team balance, and reduced customer response time.

{% embed url="<https://youtu.be/pZ6q2Y_V7ks>" %}

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### 🔄 Service Roulette (Automatic Distribution)

The service roulette is responsible for distributing requests among users or departments, according to the defined strategy.

#### Available distribution methods:

* **Random**\
  The request is assigned randomly among the available users.
* **Sequential (Round-robin)**\
  Requests follow a fixed order, alternating between users.
* **Fewest requests**\
  The system prioritizes the user with the lowest number of active requests.

***

#### User sources:

Distribution can be based on:

* **Specific user list**
* **Department** (all users linked to the department)

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#### Benefits:

* Balanced workload
* Reduced waiting time
* Better operational organization
* Flexibility in the service strategy

***

### ⚙️ Roulette Configuration

To configure the service roulette:

1. Access the path:\
   **Menu >> General >> SAC 360º**
2. Access the **Automations**
3. Click **Create new automation**
4. Set the trigger:\
   (Ex: new support request, new message, among others)
5. Add one of the following roulette actions:
   * **Change contact access permissions (roulette)**
   * **Start the service (roulette)**

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#### 🔎 Which action should I use?

* **Change contact access permissions (roulette)**\
  Use when you want to:
  * Control access to the contact
  * Define a **contact owner**
  * Work with account management/lead distribution
* **Start the service (roulette)**\
  Use when:
  * There is no need to control permissions
  * The focus is only on distributing requests among users

***

### 📲 WhatsApp Message to the Employee

After distribution, it is possible to automatically notify the person responsible for the support via WhatsApp.

#### How it works:

* The request is assigned automatically
* The system sends a message to the responsible employee
* The agent is notified in real time

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### ⚙️ WhatsApp Message Setup

1. Inside the automation
2. Add the action:
   * **Send WhatsApp message to the employee**
3. Set up:
   * Recipient: person responsible for the support
   * Custom message

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### 💬 Message Example

```id="msg-sac-001"
Hello, you have received a new support request!

Customer: {contactfield=firstname}
Phone: {contactfield=whatsapp}
Support ID: {attendance=id}

Access the system to start the support.
```

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### 🚀 Best Practices

* Keep users' data up to date (especially WhatsApp)
* Use short, objective messages
* Avoid excessive notifications

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### ✅ Final Result

With this automation:

* Requests are distributed intelligently
* The team works with better balance
* Employees are notified instantly
* SAC gains speed and efficiency

***


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