> 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-transferring-service/sac-360o-automation-service-transfer-due-to-attendant-inactivity.md).

# SAC 360º Automation — Service Transfer Due to Attendant Inactivity

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FmDJxGJWl6NXwtrrTkCtU%2Fundraw_sharing_knowledge_03vp.png?alt=media&amp;token=c7ccbab2-e8d8-4b61-a853-43bad1066171" alt=""><figcaption></figcaption></figure>

#### What is this automation?

When an agent remains inactive for too long without responding to a lead, the case can be transferred automatically to another agent or department. This ensures that no customer is left without a response, even if the original owner is absent or overloaded.

#### When to use it?

Use this automation when you want to:

* Ensure response SLA even with absent agents
* Redistribute cases that have been idle for a long time
* Prevent leads from going unanswered for long periods<br>

### Step by Step:

#### 1. Access SAC 360º Automations

Go to the **SAC 360º** (use the "Menu" or search by name). Then, access the section **Automations** and click on **+ New Automation**.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FDOEmhfZNJZrWld21Csoj%2Fimage.png?alt=media&amp;token=d249eb74-3eb9-433c-97fe-02e03d04a16e" alt=""><figcaption><p>Entering SAC</p></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FPp3W3pg3fmB7KpTjAaH5%2Fimage.png?alt=media&amp;token=a0a31e5f-e4ac-4d75-93a2-5d8fbfca28ef" alt=""><figcaption><p>Accessing via Kanban mode</p></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2Fqaijea7g3NjnYmEul4zF%2Fimage.png?alt=media&amp;token=33e701a6-6160-465f-9a1e-ead828efe917" alt=""><figcaption><p>Accessing via list mode</p></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FqWCPgRObHaFvmZSS2AXi%2Fimage.png?alt=media&amp;token=4faca821-8fb1-4701-a139-7775ef7664c3" alt=""><figcaption><p>Creating the automation</p></figcaption></figure>

#### 2. Configure the automation

Fill in each field as follows:

**Title** Give it a descriptive name, for example: *"Transfer support 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 stalled cases:

* **"The author of the last message is"** → select **"The lead"**
* **"The date of the lead's last message"** → set the period (e.g.: more than 2 hours ago, more than 1 day ago)

> 💡 You can combine multiple conditions to more precisely filter which cases will be affected.

**Action** Select **"Transfer Case"** and configure which agent, team, or department the case will be redirected to.

> ⚙️ There are several transfer destination options — to specific users, departments, or even a support roulette. Configure according to your team's strategy.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FcyHBQ4II2EZzS0YZqzmM%2Fimage.png?alt=media&amp;token=51f5eb2f-eacf-4c54-b322-8731a53cb741" alt=""><figcaption><p>Example trigger and conditions</p></figcaption></figure>

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FDFYHTmOEZYL1gQexREml%2Fimage.png?alt=media&amp;token=7a597db5-87d5-4aad-9f53-6edc61b51866" alt=""><figcaption><p>Actions</p></figcaption></figure>

> 💡 **Tip:** If you want to distribute these cases automatically among several agents, you can combine this automation with a distribution roulette. See the article [**SAC 360º Automation — Support Roulette**](/en/topics/general/sac-360/sac-360-tutorial-videos/sac-wheel-no-lead-service-restrictions.md) to learn how to configure it.

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FR75yeoenbImT0klOLqfv%2Fimage.png?alt=media&amp;token=0d6efd9f-5f19-4574-8f6f-4e5e0afca5bb" alt=""><figcaption><p>Additional settings</p></figcaption></figure>

#### 3. Save and activate the automation

After configuring all fields, click on **Save**. Then click the **play** button to activate the automation.

***

### Flow summary

```
Trigger (e.g. tag added)
    ↓
Condition: owner inactive for X time
    ↓
Action: transfer case to another agent/department
```

***

### Important tips

* **Set a realistic inactivity time** before transferring — too short may create unnecessary transfers; too long harms the customer experience.
* **Use tracking tags** to measure how many cases were redistributed due to inactivity.
* **Combine with notifications** to alert the original agent or supervisor about the automatic transfer.
* This automation works best when combined with **business hours** configured in the system, preventing transfers outside working hours.

***

Done! Your automation is configured and all stalled cases will be redistributed automatically, leaving no lead waiting.