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

How to Create a New Macro

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

Resolve a Conversation Using Macros and Automatically Update Labels, Priority, Send Transcripts, etc.

1. Start creating the flow as shown in the image above. Add or delete actions as needed.

2. Name the macros and decide if this be public-facing or visible only to you.

3. Hit 'Save" once complete.

Use a Macro

Apply a Macro Directly in the Conversation

1. When in a desired conversation, expand the Macros tab (located under a conversation's contact card on the right side of your window).

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.

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.

Macro vs. Automation Rules

Adding and Editing a Automation Rule

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:

• A message contains specific text

• A specific team/agent was assigned to a conversation

• 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

We see automation rules set up most frequently to notify teams via email of new escalations/left messages during off-hours.

Create Automation Rules

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