SAC 360° Automation - Changing the Owner by the Lead when transferring

In this article, we will explore how to create an automation that, when transferring the ticket, changes the owner by the lead, using SprintHub's features.

Step by Step to create the automation

1. Access the SprintHub Platform

First, log in to your SprintHub account and navigate to the automations section. This can be done by clicking the automations icon in the left sidebar menu.

2. Create a New Automation

Click the "+ New automation" button to start configuring your new automation rule.

3. Set the Trigger

Select the trigger that will start the automation. In this case, the trigger will be "The person responsible for the service is updated." This means the automation will be activated whenever the person responsible for a lead's service is changed. Leave blank if it is any user

4. Configure the Conditions (Optional)

Next, add conditions to specify when the automation should be executed.

• Add Condition 1: Check if the lead has a specific tag.

  • Set as: "Does the lead have a tag?" and select "Yes."

• Add Condition 2: Check if the lead is part of a specific segment.

  • Set as: "Is the lead part of a segment?" and select "Yes."

These conditions ensure that the automation will only be executed for leads that meet these specific criteria.

5. Check Conditions until Met

Enable the "Check conditions until met" option if you want the system to keep checking the conditions until they are all satisfied. In this example, we will leave this option disabled.

6. Add Action

Now, add the action that will be performed when the conditions are met.

• New Action: Select "Change lead access permissions."

  • Description: Enter a clear description, such as "Change lead access permissions."

This action will change the lead's access permissions, ensuring that the new owner has the appropriate permissions to continue the service.

7. Configure Action Repetition

Determine whether the actions of this automation should be repeated multiple times while a service remains in one of the configured statuses. In this example, we will choose "No Repetitions."

8. Save and Activate the Automation

After configuring all conditions and actions, review your automation to ensure everything is correct. Then click "Save" to activate your new automation.

Conclusion

Creating an efficient automation in SprintHub can significantly transform customer service management in your company. By configuring an automation that changes the lead owner when transferring the service, you ensure that each lead is handled with the necessary attention and personalization. Follow the steps described above to implement this automation and observe improvements in the efficiency of your 360 Customer Service.