> For the complete documentation index, see [llms.txt](https://docs.satisfilabs.com/resource-center/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.satisfilabs.com/resource-center/live-agent-engine/agent-overview/macros-automation.md).

# Macros/Automation

## Macros

### Overview

When a conversation is escalated, agents sometimes need to manually complete actions such as:

* Labeling a conversation
* Sending an email transcript
* Sending an attachment
* Assigning Conversation Priorities

Despite their simplicity, these actions can be time-consuming if required to complete these tasks multiple times a day. To help alleviate that, set up your own personal or public macros for your team!

Macros are a series of saved actions that you can use repeatedly to complete tasks quickly. Agents simply can choose the macro they need and in one click, they can complete multiple actions. 

### Create a Macro

<div data-full-width="true"><figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FtrizzuOPhKZLkwACPXt3%2Fimage.png?alt=media&amp;token=be472746-7a4c-4f4e-a76d-830f3700755f" alt=""><figcaption><p>How to Create a New Macro</p></figcaption></figure></div>

1. Click the **Settings** (gear) icon in the Live Agent Engine Dashboard.
2. Select the **Add a New Macro** button in the top-right corner.

As an example, let's say an agent wants to create a macro for resolving a conversation. Typically, the agent manually takes the following actions when a conversation is resolved:

* Resolve a Conversation
* Change Priority to 'None'
* Sends an Email Transcript to Their Boss&#x20;

<div data-full-width="true"><figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FjEhB4PO6JYVA95TB7oMq%2Fimage.png?alt=media&amp;token=8f1e96ed-1a0a-4352-8022-315b876b0833" alt=""><figcaption><p>Resolve a Conversation Using Macros and Automatically Update Labels, Priority, Send Transcripts, etc.</p></figcaption></figure></div>

3. Start creating the flow as shown in the image above. Add or delete actions as needed.
4. Name the macros and decide if this be public-facing or visible only to you.
5. Hit 'Save" once complete.&#x20;

### Use a Macro

<div data-full-width="true"><figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FGPCmJX3rIJnIAv4eYgrv%2Fimage.png?alt=media&amp;token=3276b730-2737-4794-b6eb-ae4e09987278" alt=""><figcaption><p>Apply a Macro Directly in the Conversation</p></figcaption></figure></div>

1. When in a desired conversation, expand the Macros tab (located under a conversation's contact card on the right side of your window). &#x20;
2. Agents can view existing personal or public macros. Preview the macro by clicking the 'i' icon or click the 'Play' button to execute the command.&#x20;

## Automation Rules

### Overview

Similar to Macros, Automation can replace and automate existing processes that require manual effort. You can do many things with automation, including adding labels and assigning conversations.&#x20;

### Macro vs. Automation Rules

<figure><img src="https://167344003-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FsxN9AGLZMIc5C8dx3zU7%2Fuploads%2FIWoVHaNFLD6IxQNCEOFF%2Fimage.png?alt=media&amp;token=c7a2a5bf-6815-4de9-a6c4-ad9f97c706a1" alt="" width="563"><figcaption><p>Adding and Editing a Automation Rule </p></figcaption></figure>

The biggest difference between macro and automation rules is that macro events are triggered by agents. Automated events are triggered by conditions/events occurring in a conversation. Examples of conditions include:&#x20;

* A message contains specific text
* A specific team/agent was assigned to a conversation&#x20;
* A certain conversation priority was applied
* A conversation status was updated

Once these conditions are met, one or more actions may occur depending on the preferred setup:

* Conversations are assigned to a specific agent
* Emails/transcripts can be sent to a team
* Messages can be sent in the conversation
* Conversation priorities can change
* Conversation status can be updated

{% hint style="info" %}
We see automation rules set up most frequently to notify teams via email of new escalations/left messages during off-hours.&#x20;
{% endhint %}

### Create Automation Rules

Please submit a ticket by hovering over the **Click Here For More Support** button in the top right corner of this page.