I have run into a situation where we are looking to try and automate the side conversation workflow so that the agent does not have to copy/paste a macro every time they need to nudge the side conversation for an update. Currently, there is no way to add an update to an existing side conversation, only to create a new side conversation, which will not work since there are many different recipients that we need to be able to push an "Is there any update on this request" email to within the side conversation.
I believe that this could be solved by adding a "placeholder" to the available placeholders used in triggers and macros that allow the macro/trigger to send the update via an open side conversation.
If it is possible to have an automation trigger a macro to be sent an update to the ticket, that would also be a nice functionality that I have not yet been able to create a workflow for. If this functionality exists, then I would ask if we can have the macros sent to the side conversation if it is open rather than a public or private comment.
Case scenario: Side conversations are used to inquire with 3rd parties to make changes for clients. We want to be able to send a nudge notification to the side conversation manually after 72 hours of not having a reply on the side conversation. The current workflow is to use an automation to put the ticket into an Open Status so the agent can send this nudge notification manually, but with our busier teams, this means hundreds of additional tickets to modify each week where they need to go through the workaround of adding a macro, copying it to a side conversation, and then re-saving the ticket manually under a pending status.
Is there a better way currently or is this something that can be added to the side conversation functionality in the future? Thoughts?