diff --git a/backend/src/helpers/MostRepeatedPhrase.ts b/backend/src/helpers/MostRepeatedPhrase.ts
new file mode 100644
index 0000000..71ced82
--- /dev/null
+++ b/backend/src/helpers/MostRepeatedPhrase.ts
@@ -0,0 +1,56 @@
+import { subSeconds } from "date-fns";
+import Message from "../models/Message";
+
+import { Op, Sequelize } from "sequelize";
+
+const mostRepeatedPhrase = async (
+  ticketId: number | string,
+  fromMe: boolean = false
+) => {
+  let res: any = { body: "", occurrences: 0 };
+
+  try {
+    const mostRepeatedPhrase: any = await Message.findOne({
+      where: {
+        ticketId: ticketId,
+        fromMe: fromMe ? fromMe : 0,
+        body: {
+          [Op.notRegexp]: "^[0-9]+$"
+        },
+        updatedAt: {
+          [Op.between]: [+subSeconds(new Date(), 150), +new Date()]
+        }
+      },
+      attributes: [
+        "body",
+        [Sequelize.fn("COUNT", Sequelize.col("body")), "occurrences"]
+      ],
+
+      group: ["body"],
+      order: [[Sequelize.literal("occurrences"), "DESC"]],
+      limit: 1
+    });
+
+    if (mostRepeatedPhrase) {
+      const { body, occurrences } = mostRepeatedPhrase.get();
+
+      console.log(
+        `The most repeated phrase is "${body}" with ${occurrences} occurrences.`
+      );
+
+      const isNumber = /^\d+$/.test(body.trim());
+
+      if (!isNumber) {
+        return { body, occurrences };
+      }
+    } else {
+      console.log("No phrases found.");
+    }
+  } catch (error) {
+    console.log("error on MostRepeatedPhrase: ", error);
+  }
+
+  return { body: "", occurrences: 0 };
+};
+
+export default mostRepeatedPhrase;
diff --git a/backend/src/services/WbotServices/wbotMessageListener.ts b/backend/src/services/WbotServices/wbotMessageListener.ts
index 7e812b6..8bef346 100644
--- a/backend/src/services/WbotServices/wbotMessageListener.ts
+++ b/backend/src/services/WbotServices/wbotMessageListener.ts
@@ -82,6 +82,7 @@ import {
 import AppError from "../../errors/AppError";
 import { setMessageAsRead } from "../../helpers/SetMessageAsRead";
 import SettingTicket from "../../models/SettingTicket";
+import mostRepeatedPhrase from "../../helpers/MostRepeatedPhrase";
 
 var lst: any[] = getWhatsappIds();
 
@@ -299,12 +300,20 @@ const verifyQueue = async (
     sendWhatsAppMessageSocket(ticket, body);
   } else {
     //test del transfere o  atendimento se entrar na ura infinita
-    let ticket_message = await ShowTicketMessage(ticket.id, false);
-    if (ticket_message.length > 10) {
+    const repet: any = await mostRepeatedPhrase(ticket.id);
+
+    if (repet.occurrences > 4) {
       await UpdateTicketService({
         ticketData: { status: "pending", queueId: queues[0].id },
         ticketId: ticket.id
       });
+
+      await SendWhatsAppMessage({
+        body: `Seu atendimento foi transferido para um agente!
+        `,
+        ticket,
+        number: `${contact.number}@c.us`
+      });
     } else {
       let options = "";
 
@@ -613,52 +622,57 @@ const handleMessage = async (msg: any, wbot: any): Promise<void> => {
       await setMessageAsRead(ticket);
     }
 
-    // MESSAGE TO HOLIDAY
-    const holiday: any = await isHoliday();
+    let ticketHasQueue = false;
 
-    if (holiday.set) {
-      if (msg.fromMe && holiday.msg == msg.body) {
-        console.log("HOLIDAY MESSAGE IGNORED");
+    if (ticket?.queueId) {
+      ticketHasQueue = true;
+    }
+
+    if (ticketHasQueue) {
+      // MESSAGE TO HOLIDAY
+      const holiday: any = await isHoliday();
+
+      if (holiday.set) {
+        if (msg.fromMe && holiday.msg == msg.body) {
+          console.log("HOLIDAY MESSAGE IGNORED");
+          return;
+        }
+
+        botSendMessage(ticket, holiday.msg);
         return;
       }
 
-      botSendMessage(ticket, holiday.msg);
-      return;
-    }
+      // MESSAGES TO SATURDAY OR SUNDAY
+      const weekend: any = await isWeekend();
 
-    // MESSAGES TO SATURDAY OR SUNDAY
-    const weekend: any = await isWeekend();
+      if (weekend.set) {
+        if (msg.fromMe && weekend.msg == msg.body) {
+          console.log("WEEKEND MESSAGE IGNORED");
+          return;
+        }
 
-    if (weekend.set) {
-      if (msg.fromMe && weekend.msg == msg.body) {
-        console.log("WEEKEND MESSAGE IGNORED");
+        botSendMessage(ticket, weekend.msg);
         return;
       }
 
-      botSendMessage(ticket, weekend.msg);
-      return;
-    }
+      // MESSAGE TO BUSINESS TIME
+      const businessTime = await isOutBusinessTime();
 
-    // MESSAGE TO BUSINESS TIME
-    const businessTime = await isOutBusinessTime();
+      if (businessTime.set) {
+        if (msg.fromMe && businessTime.msg == msg.body) {
+          console.log("BUSINESS TIME MESSAGE IGNORED");
+          return;
+        }
 
-    if (businessTime.set) {
-      if (msg.fromMe && businessTime.msg == msg.body) {
-        console.log("BUSINESS TIME MESSAGE IGNORED");
+        botSendMessage(ticket, businessTime.msg);
         return;
       }
-
-      botSendMessage(ticket, businessTime.msg);
-      return;
     }
-
-    
   } catch (err) {
     Sentry.captureException(err);
     console.log("Error handling whatsapp message: Err: ", err);
     logger.error(`Error handling whatsapp message: Err: ${err}`);
-  } 
-   
+  }
 };
 
 const handleMsgAck = async (msg_id: any, ack: any) => {