Using suggested macros

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  • Montana 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? 

  • Scott Allison
    Zendesk Product Manager

    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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