If enabled, suggested macros can help agents find macros that they may not know about, that were applied to similar tickets in the past. This is especially true if your company uses a large number of macros.
This article includes these sections:
About suggested macros
Suggested macros are shared macros that appear in a list of suggestions because Support has identified through machine learning and analysis of your macro usage data that they were applied to a similar ticket within the past nine months. Therefore, there’s a good chance that at least one of the suggested macros is a good match to the ticket and will help the agent resolve the ticket more efficiently.
Using machine learning, an algorithm analyzes words and phrases in the subject and first comment of the ticket. It then compares them to those used in tickets that were created in the last nine months, where a macro was applied.
Suggested macros appear at the top of the macros list in the ticket interface. Only shared macros that the agent has access to are suggested; personal macros are never suggested.
If you think that suggestion is irrelevant to the current conversation, you can move the cursor over the macro and click the X to dismiss it. Support uses ongoing feedback to continually train your account.
Applying suggested macros to tickets
If suggested macros are enabled, the suggestions appear on new tickets at the top of the macros list. The ticket must not include an agent reply and must be from an email, webform, Web Widget, API, Mobile SDK, or Channel framework channel. Up to three suggestions appear. Only shared macros that you have access to are suggested; personal macros are never suggested.
To apply suggested macros to tickets
- With suggested macros enabled, open a new ticket that was created by an email, webform, or API channel, and that doesn’t include an agent reply yet.
- Click the Apply macro button in the bottom toolbar.
- In the Suggested macros section, click the X to remove bad suggestions from the list.
This teaches your account, and improves the quality of suggestions over time.
- Select one of the suggested macro.
The actions defined in the macro will be applied. If the macro updated the ticket comment, you can edit the text before submitting the ticket.
You can click Apply macro again to apply another macro to the ticket, if needed.
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?
Montana 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.
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