Agnieszka Pacynko

Hi, thanks for sharing. Are you planning to add more new languages? Specifically, my question is about the Polish language. This feature would be very useful. Thank you!

We are struggling with the same issue. With multibrand agents working on tickets at the same time and viewing all macros mixed together, it is impossible to use the same macro to respond to all brands. Even when the subject is the same, the answers and processes can be different. It takes extra time and effort to browse between the macros.

Please take into consideration providing a full view of the ticket when someone responds via Instagram Direct Unfortunately, we are struggling with the same issue. Our Social Media team works through Meta, directly with Instagram, whereas the Support agents operate in a separate environment. When the Support team cannot see the entire conversation, they are unable to respond effectively, as they do not see the responses from the Social Media department. Some inquiries are directed to Support, while others are interactions meant for the Social Media team. Sometimes interactions with the Social Media team need to be forwarded to the Support department, and then there is an issue because Support can only see part of the conversation.

We are struggling with the same issue. With multibrand agents working on tickets at the same time and viewing all macros mixed together, it is impossible to use the same macro to respond to all brands. Even when the subject is the same, the answers and processes can be different. It takes extra time and effort to browse between the macros.