Announcing: Share a macro with more than just one group! Follow

This feature is now available to all customers with the “groups” feature in their plan (Enterprise, Professional, and Team).

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.

If you’re on the Enterprise plan and have agents managing macros via custom roles, be sure to check out the section on Roles and permissions -- you might need to tweak some settings to allow those agents to work with multiple-group macros.

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.

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  • 0

    This is great! Thank you!

  • 0

    Lovely, Keep 'em coming!

  • 1

    A very well-welcomed feature. We'll now be able to use roster groups to grant access to macros without needing to add the agent to the working group.

  • 0

    Thank you!  This is a very welcome feature indeed.  I am excited to see that this will be coming in the future for views as well.  Like macros, we have many views in our instance that are redundant because we only want to provide them to certain groups.

  • 3

    I'm really glad to see this! I know you mentioned that similar functionality for views is coming later. I just want to mention that from our perspective, the views is the more important piece compared to macros. We have so many duplicate views which could be resolved via similar functionality (hopefully you'll also revisit the ordering of views!) Really looking forward to updates on that.

  • 0

    Just an update that rollout has begun! We'll be amping up availability throughout the week, so if you don't see it yet, you will before long. Target is full availability on Friday, but I'll accelerate that if all goes well. I'll post here when that happens, or if anything changes. 

  • 0

    How is this change going to affect macros updates via the API?  

    I assume you will be allowed to use a list of restrictions when creating or updating macros, but I haven't seen any updated in the API documentation.


  • 1

    Good catch @arturo -- the update to the documentation is going out now. Your assumption is correct.  


    The restriction object has the following properties.

    You can now use:

    Name | Comment

    type | Allowed values are `Group` or `User`

    id | The numeric ID of the group or user

    ids | The numeric IDs of the groups



  • 0

    This feature is completely rolled out now. Enjoy!

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