Nicholas Sementelli

+1 for this feature - it would be great to set standard subjects based on the channel via which a ticket is submitted. 

We currently have no way to report on when the Suggested Replies feature is used to create a response to a customer, which prevents us from knowing when the AI has recommended a bad macro or when an agent has incorrectly used a feature. In tandem with this issue, we have no way to flag macros as correct/incorrect for a given scenario within the tool. As a result, we have users expressing a lack of confidence in the AI's ability to predict and learn, as well as management hesitation to use the tool due to lack of reporting/accountability. 

We ask for three things to help improve this feature: 

• Reporting capability, especially via the “Events” view within a ticket, to show that Suggested Replies was used. 
• The ability to tell the system “No, this is not the correct macro to use here”
  • Can benefit the system by helping train the AI
  • Will prevent the macro from being repopulated should a user clear the text in the reply. 
• The ability to mark certain macros as “Do Not Recommend” or “Do Not Use” within the Admin Center to prevent special case macros from being recommended. 

This is a regular occurrence, with multiple teams within our organization reporting poor recommendations from the tool,  and managers always ask for reporting and accountability tools in our organization. 

We know of no workarounds for this issue, affected teams just don't use the tool. 

+1 for this issue - we've had users reporting poor customer and agent experience, along with tickets being mishandled, because an agent assumes that a macro is being applied in full instead of just capturing a text response. 

Would love to see an “Apply Macro” function for cases where a macro is more than just a text response. 

My users are also experiencing this error. It only happens when you hold SHIFT and a letter key, turning on CAPS LOCK allows the capital letter to be typed as normal.