Until now, if you wanted to share a macro with a limited set of agents, you could only specify a single group. This has often meant creating extra groups or extra macros just to get the right mix of people.
With the introduction of multiple-group macros, many of you will be able to reduce the number of groups and/or macros you need to manage.
How to share a macro with multiple groups
On the macro edit page, the "Agents in group" field will no longer limit entries to a single group. Start typing a name of a group, and matching groups will appear. After you choose one, you can start typing the name of the next group, and select it too. Keep going until you've added all the groups you want to share the macro with. It'll look like this:
The main list page for your macros will display all the groups each macro is being shared with. The groups will be truncated if they exceed the width of the column -- just place your mouse over it to see the full set.
For information on adding multiple groups to macros, see Creating personal or shared macros (administrators)..
Roles and permissions
Admins have full access to create and edit multiple-group macros.
In the Enterprise plan, you can allow agents to create and edit shared macros according to the permissions given their role. In order to create or edit multiple-group macros, they must be assigned a role with permission to add and edit global macros (not just “group” macros, which will limit them to single-group macros). The setting should look like this:
For information on allowing agents to add multiple groups to macros, see Agent permissions.
What about views?
We knew you'd ask! Yes, multiple-group views is on the roadmap. We can’t do it right away because first we need to build out the new edit pages for views. We’ll use the time to see how well the multiple-group macros interface works and identify potential improvements before we roll it out for views.