Holly Jones

When trying to categorize or (nest) macros, I am not getting drop-down menus. Instead, they just appear with the text like the image I have included. Is there something I am missing or any guidance on what could be causing this?

I'm thinking what I'm looking for is either a way to use multiple signatures for each agent or brand-specific signatures. I see that multiple signatures per agent aren't an available feature currently.

Hoping to find a workaround for an instance like the one below, where it automatically says the brand and followed by "Customer Experience team" some brands use different names like in this case "happiness delivery team" where we would need it changed for just this brand only. Is this possible?