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Making it easier for agents to find Macros
Posted Jul 14, 2016
I've seen this topic briefly mentioned but it seems yet to be fully explored in Support.
Our team is approaching 500+ macros, and while we know how to find the popular ones, we are constantly struggling with how agents can find a particular macro. Often we are sure the macro exists, but since everyone will use a different search phrase, it's really difficult for an agent to bring up the right macro without guidance. The macro management updates have been great, but don't help quite as much in helping agents locate the right macro.
We've utilized categories, but even within a category there are still many entries, plus the search doesn't work if an agent enters more than one word, and the two words don't match right next to each other. So a search for "Shipping Timeline" might return nothing even though there is a macro "Shipping::Timeline" or "Shipping inquiry timeline" So we either have to strategize a new category paradigm which is easier to click through, or just train our agents on what to search for, neither of which is really ideal.
I'm curious about what other users have experienced and how you've worked around this issue.
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23 comments
Whitney Martin
Going through a rebrand and wanted to quickly replace text in our macros. Frustrating that it takes a third-party app in order to make it possible. Would love for search to be native.
0
Tommy
must have feature
0
Sydney Neubauer
+1 Even for maintenance purposes - we underwent a rebranding so we needed to search for certain keywords within macros. This would be easier if we could search for content
0
Lara
Please allow us to search the body of the macros! This is a necessary feature to do bulk updates, find macros related to specific words, charge verbiage in macros to match site updates, etc.
0
Juli Hackenberger
We also have a lot of macros and multiple brands. It would be very helpful to be able to add keywords to the macros to make them easier to search for our agents.
0
Sam Sanders
Thank you for taking the time to provide us with your feedback. This has been logged for our PM team to review. For others who may be interested in this feature request, please add your support by upvoting this post and/or adding your use case to the comments below. Thank you again!
19
Betty
Is this something that might be on the roadmap soon?
1
Betty
With multiple brands, searching for Macro title keywords isn't enough, as the agent would need to know the titles of all to begin with. When will there be a way to search using a keyword from the Macro body/description (not title)?
1
Clara Baruffati
Same, we would like to be able to search macros in text.
4
Elena Ara
Hello,
We are also struggling with the inability to search through full macro names and text. Such a downside for the macro usage.
3
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