SAC 360º Automation — Service Transfer Due to Attendant Inactivity

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

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.

Entering SAC

Accessing via Kanban mode

Accessing via list mode

Creating the automation

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.

Example trigger and conditions

Actions

💡 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 to learn how to configure it.

Additional settings

3. Save and activate the automation

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

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Flow summary

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

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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.

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