What is this automation?
When an agent remains inactive for too long without replying to a lead, the conversation can be automatically transferred to another agent or department. This ensures that no customer is left without a response, even if the original person in charge is absent or overloaded.
When to use it?
Use this automation when you want to:
Ensure response SLA even with absent agents
Redistribute conversations that have been idle for a long time
Prevent leads from going unanswered for long periods
1. Access the SAC 360º Automations
Go to the SAC 360º (use the "Menu" or search by name). Then, access the Automations section and click + New Automation.
Accessing through Kanban mode Accessing through list mode Fill in each field as follows:
Title Give it a descriptive name, for example: "Transfer conversation due to agent inactivity".
Trigger Choose the event that triggers the automation. Example: "A tag was added to the lead" — but you can use the trigger that best fits your flow.
Conditions Combine the following conditions to identify idle conversations:
"The author of the last message is" → select "The lead"
"The date of the lead's last message" → define the period (e.g.: more than 2 hours ago, more than 1 day ago)
💡 You can combine multiple conditions to more precisely filter which conversations will be affected.
Action Select "Transfer Conversation" and configure which agent, team, or department the conversation will be redirected to.
⚙️ There are several transfer destination options — specific users, departments, or even a distribution roulette. Configure it according to your team's strategy.
Example trigger and conditions 💡 Tip: If you want to distribute these conversations automatically among several agents, you can combine this automation with a distribution roulette. See the article SAC 360º Automation — Routing Roulette to learn how to set it up.
3. Save and activate the automation
After configuring all the fields, click Save. Then click the play button to activate the automation.
Set a realistic inactivity time before transferring — too short can cause unnecessary transfers; too long harms the customer experience.
Use tracking tags to measure how many conversations were redistributed due to inactivity.
Combine with notifications to alert the original agent or the supervisor about the automatic transfer.
This automation works best when combined with business hours configured in the system, avoiding transfers outside working hours.
Done! Your automation is configured and all idle conversations will be redistributed automatically, without leaving any lead waiting.
