SAC 360º - Automations – Chatbot not activating with WhatsApp call logging

In SAC 360º, we can configure automations so that the chatbot is triggered only in specific situations, preventing it from starting interactions on records that do not correspond to real customer interactions.

A practical example is when the system receives records of phone calls (call started, rejected, canceled, etc.) that end up entering the SAC as technical messages. In that case, we can create an automation that blocks the chatbot from being triggered whenever this type of record is identified.

Below, you can see how to configure this automation:

1. Access automations in SAC 360º

In SAC 360º, go to the Automations section to create a new automation.

2. Define a title for the automation

Example: Chatbot – Do not activate on call record

3. Triggers

In this automation we will not use a trigger.

This means that the conditions and actions will be evaluated as soon as the interaction enters one of the statuses configured in the Limit to statuses section.

4. Conditions

Add the following condition:

• Content of the last message

• Lead → is different from → (keywords below)

List the keywords:

• offer

• ringing

• accept

• reject

• cancel

• end

That way, if the last received message contains any of these words, the chatbot will not be started.

5. Actions

Select the action:

• Start Chatbot

Thus, the chatbot will only be triggered when the defined condition is true (that is, when it is not a technical call record).

6. Action Repetition

Leave the option as no repetitions.

7. Additional settings

• Limit to channels → select WhatsApp

• Limit to accounts → leave empty for (any account)

• Limit to statuses → select (Waiting, In attendance and Finished)

The option Only a single trigger per lead should be "No."

The options Limit automation based on time and Delay automation start should be left disabled, as recommended.

Conclusion

With this automation, we ensure that the chatbot is only triggered in real interactions with the customer, avoiding unnecessary activations on technical records of phone calls. This optimizes service, improves the user experience, and keeps the communication flow cleaner and more efficient in SAC 360º.