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.

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:

• 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

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

• Restrict to channels → select WhatsApp

• Restrict to accounts → leave blank for (any account)

• Restrict to statuses → select (Waiting, In service, and Completed)

The Single trigger per lead option must be "No".

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.