|Announced on||Rollout starts||Rollout ends|
|July 13, 2022||July 13, 2022||July 27, 2022|
It’s now possible to localize the name of a macro, making it easier to support multiple languages for your agents.
What’s changing and why?
Before now, it wasn’t possible to localize the name of a macro, meaning that all agents—regardless of what language(s) they spoke—would have to select macros based on the default language used by the account. This was problematic for international operations if not all agents could understand that default language.
Admins solved this by creating duplicate macros for each language, but that was inefficient.
Now, you can use dynamic content in macro names so that localization can be done efficiently without the need for duplicating each macro.
What do I need to do?
To use this, you’ll need to create a new piece of dynamic content for each macro name and add variants for each language you want to support. For details, see Translating macros using dynamic content.
Then use the dynamic content placeholder and place it in the name of the macro.
Repeat this process for all macros you wish to localize.
You can see which macro names have been localized as the dynamic content placeholder is shown in the macros admin view:
When you hover over the name in the list view, it will show the default localized name for that macro.
Will this be hard to search the marco by its name? Since the name will be presented in a placeholder.
So it will not be possible to search the Marcos by keywords?
In the Macros administration page you are correct, you will have to search by the DC placeholder. In the Agent Workspace the localized name will be displayed and an agent will see it along with all other macros, just in the normal way.
To make it simpler for admins, I recommend naming the piece of dynamic content the same as the macro name in your account's default language.
How do these impact macro categories?
Will the category be determined by the Dynamic Content's item's default language, by the Dynamic Content's item in the account's default language, by each item's translation, or by something else?
Great question Rafael Santos! I'll update the announcement with this too, but dynamic content also works with categories. You would name the macro like this example, with two separate pieces of dynamic content, one for the category and one for the macro itself, separated as usual by two colons:
The way to think of Dynamic Content is that it just substitutes the localized version on the page itself, so agents wouldn't even know it's powered by DC; to them it looks just like a regular category and regular macro. The backend will always use the DC placeholders, and we show them in the Macro admin page so you know what macros are using them.
Nevermind, I found this post:
Macros are no longer listed in custom order (drop down currently is in alphabetical) – Zendesk help
Did something change related to this, with the ordering of Macros? They are now appearing alphabetically in Workspace rather than how I have them arranged (most commonly used). Or, was some other implementation made to rearrange them, and if so, how do I change it back to my preferred order?
Budke, John We're aware of this bug and are working on a fix. I'm sorry for the inconvenience, but we'll get it fixed!
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