> 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-360o-automation-service-wheel-+-sending-whatsapp-to-employees.md).

# SAC 360º Automation - Service Wheel + Sending WhatsApp to Employees

The 360º customer service 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 a reduction in customer response time.

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

***

### 🔄 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 origin:

Distribution can be based on:

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

***

#### Benefits:

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

***

### ⚙️ Roulette Configuration

To configure the service roulette:

1. Go to the path:\
   **Menu >> General >> 360º Customer Service**
2. Access the menu of **Automations**
3. Click on **Create a new automation**
4. Define the trigger:\
   (Ex: new request, new message, among others)
5. Add one of the following roulette actions:
   * **Change contact access permissions (roulette)**
   * **Start the request (roulette)**

***

#### 🔎 Which action should be used?

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

***

### 📲 Sending WhatsApp to the Employee

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

#### How it works:

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

***

### ⚙️ WhatsApp Sending Configuration

1. Within the automation
2. Add the action:
   * **Send WhatsApp message to the employee**
3. Configure:
   * Recipient: request owner
   * Custom message

***

### 💬 Message Example

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

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

Access the system to start the service.
```

***

### 🚀 Best Practices

* Keep users' data up to date (especially WhatsApp)
* Use short and objective messages
* Avoid too many notifications

***

### ✅ Final Result

With this automation:

* Requests are distributed intelligently
* The team works with better balance
* Employees are notified instantly
* Customer service becomes faster and more efficient

***


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