SAC 360º Automation - Ticket Transfer Based on Agent Inactivity

With SAC automation, it is possible to transfer the service from an inactive agent to another, ensuring that your lead does not go unanswered.

To create and run this automation follow the steps below:

1. Create an Automation:

• Go to SAC 360º via “Find Services”. Or simply type the name, and the feature appears.

• Go to the “Automations” feature and then click “+ New Automation”;

List View

Kanban View

2. Configure and Save

• Enter a Title: Give the automation a descriptive name.

• Set up a Trigger: Choose a trigger of your preference (in the example, “A tag was added to the lead” was used).

• Set the Condition: Choose the condition “the person responsible for the service is” and “the date of the last message was”.

• Choose the Action: Transfer Service, with the option to include a tag change to identify that the transfer was made.

• Configure the Action.

• Describe exactly what the action will do.

• Save the Automation: After configuring, save the automation.

Here there are many possible choices regarding users and departments; do it according to your strategy

3. Run the Automation:

• Start the Automation: Press “play” to begin execution.

Done! Your automation is configured and running.