As of June 2020, is still needed to use Tags to get a report on macros usage?


  • Kay
    Comment actions Permalink

    Welcome to the community Angelo 🙌

    The best practice at the moment is to use tags for this yes.

    Macros can indeed be used as canned responses. However you'll only be able to track this if you've set-up each macro with a tag, and the agent actually uses the macro. If the agent writes the response themselve, or copy-paste it from another source, than you won't be able to track it.


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