Agent macro enhancements
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| End users by admins, makers, or analysts | - | - |  Apr 1, 2020 |
Business value
Macros enhance agent productivity by automating a series of common and repetitive tasks, helping to ensure consistency and quality of these tasks across large teams. This enhancement to macros enables more complex logic to be applied to the automation process to reduce the burden on agents, increase the consistency of optimal service experiences, and decrease the amount of time taken to help customers.
Feature details
This feature allows administrators to create decision branches in macros to add logical conditions for evaluating the context variables as macro steps. Subsequently, when users run the macros, the logical conditions will be evaluated and appropriate steps that are defined in the macros will be run. Some example conditions are as follows:
- If a conversation has a case attached, open the existing case form; otherwise, open a new case form.
- If the priority of a customer is high, use the "high-priority email template"; otherwise, use the "normal acknowledgement template".
See also
Automate tasks with macros (docs)