Using macros to start side conversations (add-on)

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4 Comments

  • Conza

    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

    @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

    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

    @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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