Using macros to start side conversations (Collaboration add-on)

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14 Comments

  • Conza
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    Would be great if when adding a recipient - it searches from current users/agents automatically. Or if you were able to automatically add a recipient as part of the macro.

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  • Toby Sterrett
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    @Conza the recipients should autocomplete agents and light agents, but not end-users at this time. Autocompleting end-users (and previous external side conversation recipients) is something we're working on. Out of curiosity, what are the use-cases where you'd send a side conversation to an end-user?

    Recipients as part of the macro action is something we'd love to do and we're investigating making that happen. Would you imagine most of your side conversation macros would have the recipient pre-filled, or would that only be for special cases?

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  • Zac
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    Hi Toby - just to jump in here, we have a few macros that would send a side conversation to a distro list. There would be quite a few of those cases and pre-populating the recipient would be quite useful to us. Happy to expound more on our use cases as needed!

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  • Conza
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    @Toby Sterrett - Re: "Autocompleting end-users (and previous external side conversation recipients) is something we're working on."

    = Brilliant! Very much needed imo. 


    Re: "Out of curiosity, what are the use-cases where you'd send a side conversation to an end-user?"

    = For us, mostly courier companies. Or alternatively having a franchisee model (and not making the individual stores & all their emails - Light Agents), then the stores. 

    So for instance, customer enquiry about order ETA. We can then contact the store, or chase up courier w/ a side conversation. Or we contact a supplier.

    Alternatively, store sends a ticket in - advising delay or issue. We can then side-conversation the customer from there, instead of creating a new ticket. 


    Re: "Would you imagine most of your side conversation macros would have the recipient pre-filled, or would that only be for special cases?"

    = I would be aiming to have them pre-filled, yes. Would be populated with the macro. 

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  • Niels Kleverlaan
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    Pasting the text from a zendesk to the side conversation results in a un readable array of character (example enclosed).

    Can this be avoided?

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  • Patrick Bosmans
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    Hello Niels,

    I am going to spin up a ticket with you to get a better understanding of the issue you are referencing.  We can work together in that ticket to see what resolution we can find to help!

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  • Alex French
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    We also have plenty of situations where we want to "forward" a conversation to an internal user. Adding the recipient to the macro would be great.

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  • Justin Fenech
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    Is there any way that we can do something like this with triggers? We could save a lot of time automating something like this and take the macro step out completely. 

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  • Thomas D'Hoe
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    Hi,

    Any idea when you can prefill the "To" section in the side conversation by using the macro?

    (Like we all do know with "Add CC" in macro's?

    Thanks!

    Thomas

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  • Thomas D'Hoe
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    @Toby,

    Do you have any idea when it would be possible to add a recipient by macro for a side conversation? 

    Thanks!

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  • Brett - Community Manager
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    Hey Thomas,

    Our team is currently investigating having recipients be part of macro configuration. No ETA of when this will be implemented but I've passed this feedback along to the appropriate team :)

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  • Conza
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    Hi team,

    Appears to be a bug - no side conversations macro's are working at the moment (adding content)

    They create a pop-up etc. but there is no content - although there is clearly in the macro, and has worked previously!

    Big issue please assist. 

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  • Devan La Spisa
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    Hello Conza,

    I've created a ticket on your behalf so one of our experts can look into this for you. 

    Best regards!

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  • Antonio Naddeo
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    macro can only be used to initiate a new side conversation? Or you can use macros to write a response to an existing side conversation? This is quite important.

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