Summary
Scripts, macros, and productivity tools help representatives complete consistent service processes in Copilot Service workspace. Scripts keep guidance and human decisions in an ordered flow. Macros automate well-defined actions. Automation dictionary values connect both components to the active customer, case, conversation, or session.
In this module, you learned how to:
- Design and configure macros with productivity automation, session, Omnichannel, flow, and conditional actions.
- Pass contextual values by using slugs, OData queries, and static values.
- Create scripts with text instruction, macro, and script steps.
- Associate scripts with session templates and select a default script through expressions.
- Make built-in and custom tools available through experience profiles.
- Validate security, availability, contextual data, and runtime behavior.
Use these capabilities together to reduce repetitive data entry while keeping representatives aligned with approved service processes. Before deployment, test each configuration with the roles, profiles, session types, and records used in production.