Creating macros from macro suggestions for admins

Macros are a valuable tool that save agents time and help provide end users with consistent support. But knowing which macros to create isn't always straightforward. The macro suggestions feature makes it easier to determine which macros will be most useful for your agents and end users.


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Use macro suggestions to identify and create new macros from common agent replies, saving time and ensuring consistent responses. Access up to 10 suggestions monthly, based on recent data. Customize access permissions for team roles. Review and edit suggested macros before creating them, or dismiss irrelevant ones, providing feedback to refine future suggestions. This feature supports English, French, German, Japanese, and Portuguese.






Location: Admin Center > Workspaces > Agent tools > Macros >
Suggestions tab

Macros are a valuable tool that save agents time and help provide end users with
consistent support. But knowing which macros to create isn't always straightforward. The
macro suggestions feature makes it easier to determine which macros will be most useful
for your agents and end users.


Tip: Macro suggestions and suggested macros are different, though related,
features:

Macro suggestions are suggestions made to admins about new macros
that could be created based on repeated content from all agent replies in
your account.

Suggested macros are suggestions made to agents about which existing
macro to apply to a ticket based on the content of that specific
ticket.




Macro suggestions for admins (0:56)
This article contains the following topics:

Understanding macro suggestions for admins
Configuring access to macro suggestions (Enterprise only)
Creating a macro from a macro suggestion
Dismissing a macro suggestion

Related articles:

Using suggested macros
Creating macros for tickets



Understanding macro suggestions for admins

The macro suggestions feature uses machine learning to scan the agent comments across
all tickets in your account. This analysis identifies common replies that can
be turned into useful macros for your agents.
If many agents repeat similar comments without using existing macros, you’ll
receive suggestions to create new shared macros to help agents respond faster and
more consistently in the future.
You can see a list of up to 10 macro suggestions in Admin Center. From the available
suggestions, you can choose to create
new macros that you can then publish for agents, or dismiss suggestions that seem
irrelevant.
On the first day of each month, new macro suggestions are added to your account.
These macro suggestions are based on the previous month's data.
Each week, existing macro suggestions are refreshed based on the previous week's
data. This refresh affects the macro's suggested text as well as information about
the number of repetitions, unique agents, and example tickets.


Criteria for macro suggestions

For the machine learning model to suggest a macro, your account must have
received at least 150 tickets in the last 3 months. The model analyzes agent
replies from the email and webform channels in your account that meet the
following criteria:

Tickets must be from end users and written in English, French, German,
Japanese, or Portuguese.
Tickets must have public comments written by an agent.
Note: The machine
learning model only analyzes public comments added by agents. Public
comments from admins and all internal notes are excluded.

There are no existing macros similar to the one being suggested.

Any suggestion the model makes is always based on at least two comments from at
least two different agents.
If a new suggestion is similar to an existing, unreviewed suggestion made within
the last six months, the existing suggestion is updated with a new description,
title, repetition, and agent count. If the existing suggestion is older than six
months, a new suggestion is made, even if the previous one was rejected.
Most personally identifiable information (PII) is automatically masked in
suggestions made by the machine learning model. If necessary, you can further
edit the text of the macro when creating it.




Configuring access to macro suggestions (Enterprise only)

By default, only admins can see macro suggestions in Admin Center. If you’re on an
Enterprise plan, you can edit a custom role and define whether that role has
access to macro suggestions.
To configure access to macro suggestions




In Admin Center, click
People in the sidebar, then select Team > Roles.

Hover over the custom role you want to edit.
In the Macros permissions > Macro suggestion permissions
section, choose the level of access the custom role should have:

No access


Can view macro suggestions


Can view and edit macro suggestions









Creating a macro from a macro suggestion

In Admin Center, you can review the list of up to 10 suggested macros and decide
which ones you want to create new macros for.


Tip: If you don't see any macro suggestions in
Admin Center, see Why don't I see macro suggestions? for
help.

To create a macro from a macro suggestion



In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros > Suggestions
tab.
The list of suggestions includes the following columns:


Name: The name of the macro suggestion.

Repetition: The number of times a similar comment was repeated by
agents across your account. This helps you understand the potential
impact of a new macro—the higher the number, the more time that could be
saved by the new macro.

Agents: The number of unique agents who used a comment similar to
the suggestion. This helps you understand how widely repeated the
comment is among agents.

Date created: The date the macro was suggested in your
account.


Click a suggestion name to open the Suggestion pane with more details.
The pane includes the following information:

The number of similar agent replies over the last three
weeks.

Suggested groups that the macro should be made available to. The
suggested groups are based on the group membership of the agents who
made the similar comments that prompted the macro suggestion.

Suggested text for the new macro’s comment. This text is based on
similar comments repeated by agents. If you choose to create the macro,
you can edit the text as needed afterward.

The languages you should consider creating the macro in.

Example tickets that include the agent replies the macro
suggestion is based on. Click Based on these replies to see this
information, then click Show more to open a full list of example
tickets in a new tab in Support.

The date the macro was suggested in your account.



Click Review suggestion. You're automatically redirected to the macro
creation page.
Adjust any details of the macro as necessary. For help with editing macros, see
Creating macros for tickets.
When you’re finished, click Create.




Dismissing a macro suggestion

Sometimes, the macro suggestions feature might suggest a macro you don’t want to
create for whatever reason. You can remove it from the list of suggestions by
dismissing it.
To dismiss a macro suggestion

In Admin Center, click
Workspaces in the sidebar, then select Agent tools > Macros > Suggestions
tab.
Click a suggestion to open the Suggestion pane.
Click Dismiss.
In the list that appears, select the reason that best describes why you're
dismissing the macro. If you choose Another reason, you have the
opportunity to share additional details about your reason.
By giving feedback, you help
to improve the model so that future suggestions are more precise.

Click Submit. The macro suggestion no longer appears in the list.




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