Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which macros to create is not always straightforward. This EAP makes it easier to determine which macros will be most useful for your agents and end users. 

How does it work?

The macro content suggestion EAP uses machine learning to analyze agent comments across all your tickets and detect whether multiple similar comments already have matching macros. 

If many agents are repeating similar comments without the use of existing macros, then you’ll receive suggestions to create new shared macros to help agents respond faster and more consistently in the future. You'll be able to see the set of suggestions directly in Admin Center and be able to create new macros from the identified suggestions. You can opt out of the EAP at any time.

For more information, see Creating macros from macro suggestions.