Daniele Lecci

Sending incomplete messages to customers because we pressed "enter" is a big no-no in customer services, also considering that the cases where a conversation will switch from email to messaging are rare.

Please prioritize this fix as sending incomplete messages to our customers is putting us and our company in a bad light and does not reflect the quality we want to deliver to our customers.

Hi everyone,

currently it is not possible to include HTML in macros. Your colleague Kristine told me that there is a possibility that it might or might not work since you don't support it, you won't be able to guarantee that it will work all the time.

We have a macro that includes a third-party 10-points CSAT survey (example below) and sometimes the links are broken because of the interaction with placeholders. In some cases the links are translated correctly, in other cases the "{" symbol is translated as %7B and "}" as %7D instead of taking into account the entire placeholder, creating a broken link.

We could use business rules that support HTML (triggers and automation) but this will increase the number of notifications that the end-user is getting and we want to avoid this at all costs.

Let me know if you need any additional information from my side.