Suggested macros help you find macros that apply to the ticket you’re currently working on. These suggestions are based on macros that were applied to similar tickets in the past, and are intended to help you resolve the customer’s request more quickly.
Related articles:
When you open the macros menu within a ticket, suggested macros appear at the top of the list of macros. From here, you can apply a suggested macro, or dismiss it if you think the suggestion is irrelevant to the current ticket.
To apply a suggested macro from the macros menu
- Open a new ticket that was created in a supported channel.
- Click Apply macro in the bottom toolbar.
If you have the Advanced AI add-on, a red badge appears on the Apply macro menu to help draw your attention when there are suggested macros available.
- In the Suggested for this ticket section, perform one of the following
actions:
- Click a macro to apply it to the ticket. Any text or actions included in the
macro aren’t actually saved to the ticket until you submit the ticket update. If needed,
you can update the text or adjust the actions before submitting the update. .
If you have the Advanced AI add-on, a confidence level also appears, indicating how likely it is that the macro is relevant to the ticket you’re working on.
- Click the eye icon to preview a macro in a new window. You can see the full text of
the macro and any additional actions the macro will perform. From here you can click
Apply Macro to apply it right away, or click Cancel to return to the
ticket.
- Click the X to remove a macro from the list if it’s not relevant.
This teaches your account to suggest more relevant macros and improves the quality of suggestions over time.
- Click a macro to apply it to the ticket. Any text or actions included in the
macro aren’t actually saved to the ticket until you submit the ticket update. If needed,
you can update the text or adjust the actions before submitting the update. .
- (Optional) Click Apply macro again to apply another macro to the ticket, if needed.
12 comments
Montie Steele
Is there any information about how this will work on enterprise accounts with Multi-Brand? Is it smart enough to only suggest macros that align to the brand of the ticket, or is there risk that in turning it on, it will suggest the wrong brands' macros to our agents?
0
Scott Allison
Montie Steele Brand is one of the inputs into the machine learning model, so it is brand aware. That doesn't mean it will be right 100% of the time, but our team of data scientists are constantly working to improve accuracy.
0
Oded
Hi Team,
![](/hc/user_images/H5bMKQqG2Zxb3JoRo_MA-w.png)
Our Suggested Macros section isn't showing for a few days now (we did see it in the past). Only the 'Your most used' section
We have the 'Suggested Macros' settings enabled, I have tried disabling and reenabling them, but this hasn't helped :(
We also don't have any Contextual Workspaces.
Any troubleshooting suggestions?
1
Jake Bantz
Hi Oded - can you submit a ticket with our support team? We'd love to gather more details about what you're experiencing. Feel free to include a link to my comment here in case they want to reach out to me.
0
Stephanie Cala
Hi - if an agent accidentally marks a macro as irrelevant, is there a way to undo this option?
0
Audrey Ann Cipriano
Hi Stephanie Cala there's no option to undo once your agents marks a macro as irrelevant, but no worries, while clicking the X does immediately dismiss that macro suggestion from view, it doesn't mean it will not be shown again. The data is fed back in to the model, but a few accidental clicks will be drowned out by the many applications of the macro. :)
0
Gabriela Manarim
Hello,
The macro suggestion works in all channels?
Because I´ve tried in Whatsapp and Messenger and didn´t work.
0
Jake Bantz
Gabriela Manarim - there are only select channels covered by suggested macros. Those channels are documented in the Applying suggested macros to tickets section above.
0
Gabriela Manarim
Thank you for update Jake!
How WA and Messenger wasn´t mentioned , it doesn´t work.
My doubt was if this channels was in those mentioned how Web Widget or also API, but I no think so.
0
Jake Bantz
Ah yes. Web Widget is the 'classic' more ticket form focused widget (not messaging), and API is specific to the requests and tickets API. Whatsapp would be in the messaging/Sunshine Conversations space rather than just "API".
0
Stacy Robinson
It would be great to have a suggested macro area in the admin center to use as suggestions to create new macros.
1
Jake Bantz
Stacy Robinson we just released macro suggestions for admins as part of our Advanced AI release earlier this year. Hopefully this is similar to what you had in mind.
0