Macro: Ability to Change Text Color/Highlight Color
Feature Request Summary:
It would be nice to have the ability to change text color in a macro.
Description/Use Cases:
Agents heavily use macros for standardize responses on a ticket. With Agent workspace now supporting text and highlight colors, the agents would like the ability to update their macros to call out important information using text and highlight colors rather than just bolding the word.
Business impact of limitation or missing feature:
For associate experience, it is just an added benefit and there is no direct business impact. However, this would improve the customer experience as we would be able to call out important information as bolded words are often overlooked and not sought out with priority. (still low priority!)
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+1 to this request!
We're driving agents toward using macros as much as possible, but I don't have the same formatting options in macros as what agents can apply in their tickets.
I'd like to use color text in macros for all the sections of a macro which agents should be editing/customizing themselves. In our macros, the "to be edited" text is easily overlooked by agents in a sea of black text.
We're happy to keep that text in color on the customer's end, as it's typically the most important part of the email for the customer to see anyway.
Ex.:
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