# SAC 360º Automation — Case Transfer Due to Agent Inactivity

<figure><img src="/files/61dfe11d32d468650317a552e8251670cc0ca8ad" alt=""><figcaption></figcaption></figure>

#### 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<br>

### Step by Step:

#### 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**.

<figure><img src="/files/fa2366a1cd2059a2666936d8f7306121e48cc38f" alt=""><figcaption><p>Entering the SAC</p></figcaption></figure>

<figure><img src="/files/bb1c5a01da592ec26f0f4625debd1507d81fa779" alt=""><figcaption><p>Accessing through Kanban mode</p></figcaption></figure>

<figure><img src="/files/603159a227d973ffc64c9b9b97a4f9c5ff698c07" alt=""><figcaption><p>Accessing through list mode</p></figcaption></figure>

<figure><img src="/files/1c14972a45487367e6d45f1a241a28ae5137a9da" 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 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.

<figure><img src="/files/6db2f6d88c5b538754ce726e1371dc308f421f2e" alt=""><figcaption><p>Example trigger and conditions</p></figcaption></figure>

<figure><img src="/files/750fd17efbad11208b3a76d5dc1d56da0baf66e9" alt=""><figcaption><p>Actions</p></figcaption></figure>

> 💡 **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**](/en/topics/general/sac-360/sac-360-tutorial-videos/sac-roleta-no-restrictions-on-leads-tickets.md) to learn how to set it up.

<figure><img src="/files/fa9ea82712b8d50fa6c858cf9b073d27fd0793a2" alt=""><figcaption><p>Additional settings</p></figcaption></figure>

#### 3. Save and activate the automation

After configuring all the fields, click **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 conversation to another agent/department
```

***

### Important tips

* **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.


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