> For the complete documentation index, see [llms.txt](https://docs.sprinthub.com/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.sprinthub.com/en/topics/general/sac-360/sac-360o-automations/sac-360o-automations-chatbot-not-activating-with-whatsapp-call-logs.md).

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

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

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

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXfYR-lEKcQKshf5odRfMJoQt06SJQ0LRdBbS1gsw-Bqxd8K1qFFg_OQxD9mCYO4t8ColS4D4SjjhlwSpJ9VqLP42DSCRFpV5boRgH43mQxFDfm2U78AEUo5aBa5VGjiEDQc53ed?key=l2ZwNEe_9CxUi_jIR3RHQQ" alt=""><figcaption></figcaption></figure>

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 service enters one of the statuses configured in the Restrict to statuses section.

### 4. Conditions

Add the following condition:

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2F5pQYLSQANIZpKRGzcdd6%2Fimage.png?alt=media&amp;token=71667305-7f2b-4c17-9a27-0045f8f06606" alt=""><figcaption></figcaption></figure>

* Last message content
* Lead → is different from → (keywords below)

List the keywords:

* offer
* ringing
* accept
* reject
* cancel
* end

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

### 5. Actions

Select the action:

* Start Chatbot

<figure><img src="https://684109703-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2F9FzUKkagBNy5uQ7AtGNa%2Fuploads%2FNwlnbWxaszrZ8eGMXtAK%2Fimage.png?alt=media&amp;token=07c32fd2-25c3-44b9-bd0a-5c80af4def4a" alt=""><figcaption></figcaption></figure>

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

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXdc723M_Do439CnBDCtXtoeU_4We5GbTTDk3pIxCOhO-ol-TccF5iZz9Kn8xhl4DJOyfEBGpQpeaHo7yatHaPZAm6FvXZqHs1vw_l4e4Nc82ANLqdLAjw10zOn1iZwjehe7Fm9bCg?key=l2ZwNEe_9CxUi_jIR3RHQQ" alt=""><figcaption></figcaption></figure>

Leave the option as no repetitions.

### 7. Additional settings

<figure><img src="https://lh7-rt.googleusercontent.com/docsz/AD_4nXcMYcI_WjY9OLChdbsXQaE2_-92-B6c8n7tvmJz0A4UE_RObmQt5op2DNCosTS3qkRyxIcZJ0P9mVWbvC2_mHo1cJxhJkOdNBj2ABz4vA4LNG88niPSBjqoanw0vkvAGnyNl_Bj?key=l2ZwNEe_9CxUi_jIR3RHQQ" alt=""><figcaption></figcaption></figure>

* Restrict to channels → select WhatsApp
* Restrict to accounts → leave blank for (any account)
* Restrict to statuses → select (Waiting, In service, and Completed)

{% hint style="warning" %}
The Single trigger per lead option must be "No".
{% endhint %}

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

### Conclusion

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

\ <br>


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.

Perform an HTTP GET request on the current page URL with the `ask` query parameter, and the optional `goal` query parameter:

```
GET https://docs.sprinthub.com/en/topics/general/sac-360/sac-360o-automations/sac-360o-automations-chatbot-not-activating-with-whatsapp-call-logs.md?ask=<question>&goal=<endgoal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is optional and describes the broader end goal you are ultimately trying to accomplish on behalf of the user. GitBook uses it to tailor the answer towards what is most useful for that goal.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.