Suggested Replies EAP - Feedback

EDIT: Reformatted to fit Product Feedback Template 

Title: Suggested Replies EAP - Feedback

Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)

Suggested Replies do not inherit macro formatting or update placeholders with the intended output. This impacts agents.  

What problem do you see this solving? (1-2 sentences) 

A change to include formatting and proper placeholder output would prevent agents from having to make further edits to a Suggested Reply. 

When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)

This occurs on a daily and regularly, and it is common in our incoming web form / email tickets. Our team has begun to see Suggested Replies in our composer for tickets with high-confidence Intent identified. Unfortunately, while the suggested replies are utilizing the macro response which would expect to apply manually, pressing Tab to accept the reply only inputs the plaintext version of the respective macro.

 
For macros with formatting, this is not passed to the composer. Even more surprisingly, any placeholders written into the macro are simply passed to the composer as the placeholder syntax (e.g. {{ticket.requester.first_name}}).

Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)

Yes, we can use the Suggested Reply as a reference, but our agents need to “reject” the Suggested Reply and apply the proper macro. 

What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)

Suggested Replies would inherit macro formatting (such as new lines, other rich text formatting) and update placeholders with the intended output.

It would also be nice to see which macro has been chosen by the Suggested Reply (by name) so that an agent does not have to read through the entire reply to know which has been selected / whether it is a preferred response. 

-Carlos I
Caribou Coffee Co