Creating macros from macro suggestions for admins

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<div class="note fastpath">
<span class="fastpathtitle">Location: </span> <span class="ph">Admin Center &gt; Workspaces &gt; Agent tools &gt; Macros &gt;
Suggestions tab</span>
</div>
<p class="p">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. </p>
<div class="p">
<div class="note tip" id="topic_zzl_2bq_dwb__note_znm_hcq_dwb">
<span class="tiptitle">Tip:</span> Macro suggestions and <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">suggested macros</a> are different, though related,
features: <ul class="ul" id="topic_zzl_2bq_dwb__ul_pdf_4bq_dwb">
<li class="li">
<strong class="ph b">Macro suggestions are suggestions made to admins</strong> about new macros
that could be created based on repeated content from all agent replies in
your account. </li>
<li class="li">
<strong class="ph b">Suggested macros are suggestions made to agents</strong> about which existing
macro to apply to a ticket based on the content of that specific
ticket.</li>
</ul>
</div>
</div>
<p class="p"><iframe controls="controls" height="225" src="https://zendesk.wistia.com/medias/no0ltxclie" width="400"></iframe></p>
<p class="p"><em class="ph i">Macro suggestions for admins (0:56)</em></p>
<p class="p">This article contains the following topics: </p>
<ul class="ul" id="topic_zzl_2bq_dwb__ul_efk_sbq_dwb">
<li class="li"><a class="xref" href="#topic_w12_xbq_dwb">Understanding macro suggestions for admins</a></li>
<li class="li"><a class="xref" href="#topic_bbz_z5z_bzb">Configuring access to macro suggestions (Enterprise only)</a></li>
<li class="li"><a class="xref" href="#topic_fgd_ccq_dwb">Creating a macro from a macro suggestion</a></li>
<li class="li"><a class="xref" href="#topic_zfj_dcq_dwb">Dismissing a macro suggestion</a></li>
</ul>
<p class="p">Related articles:</p>
<ul class="ul" id="topic_zzl_2bq_dwb__ul_krb_tbq_dwb">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826078362" target="_blank">Using suggested macros</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Creating macros for tickets</a></li>
</ul>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_w12_xbq_dwb">
<h2 class="title topictitle2" id="ariaid-title2">Understanding macro suggestions for admins</h2>
<div class="body">
<p class="p">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. </p>
<p class="p">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. </p>
<p class="p">You can see a list of up to 10 macro suggestions in Admin Center. From the available
suggestions, you can choose to <a class="xref" href="#topic_fgd_ccq_dwb">create
new macros</a> that you can then publish for agents, or <a class="xref" href="#topic_zfj_dcq_dwb">dismiss suggestions</a> that seem
irrelevant.</p>
<p class="p">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.</p>
<p class="p">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. </p>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested2" id="topic_bm5_zbq_dwb">
<h3 class="title topictitle3" id="ariaid-title3">Criteria for macro suggestions</h3>
<div class="body">
<p class="p">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: </p>
<ul class="ul" id="topic_bm5_zbq_dwb__ul_l4x_tbq_dwb">
<li class="li">Tickets must be from end users and written in English, French, German,
Japanese, or Portuguese. </li>
<li class="li">Tickets must have public comments written by an agent. <div class="note note">
<span class="notetitle">Note:</span> The machine
learning model only analyzes public comments added by agents. Comments
from admins and all internal notes are excluded.</div>
</li>
<li class="li">There are no existing macros similar to the one being suggested.</li>
</ul>
<p class="p">Any suggestion the model makes is always based on at least two comments from at
least two different agents. </p>
<p class="p">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. </p>
<p class="p">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. </p>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_bbz_z5z_bzb">
<h2 class="title topictitle2" id="ariaid-title4">Configuring access to macro suggestions (Enterprise only)</h2>
<div class="body">
<p class="p">By default, only admins can see macro suggestions in Admin Center. If you’re on an
Enterprise plan, you can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408882153882" target="_blank">edit a custom role</a> and define whether that role has
access to macro suggestions. </p>
<p class="p"><strong class="ph b">To configure access to macro suggestions</strong>
</p>
<div class="p">
<ol class="ol" id="topic_bbz_z5z_bzb__ol_tsf_dvz_bzb">
<li class="li">
<span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_bbz_z5z_bzb__d8e610" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_people_icon.png">
<strong class="ph b">People</strong> in the sidebar, then select <strong class="ph b">Team &gt; Roles</strong>.</span>
</li>
<li class="li">Hover over the custom role you want to edit. </li>
<li class="li">In the <strong class="ph b">Macros permissions</strong> &gt; <strong class="ph b">Macro suggestion permissions</strong>
section, choose the level of access the custom role should have: <ul class="ul" id="topic_bbz_z5z_bzb__ol_rx5_dvz_bzb">
<li class="li">
<strong class="ph b">No access</strong>
</li>
<li class="li">
<strong class="ph b">Can view macro suggestions</strong>
</li>
<li class="li">
<strong class="ph b">Can view and edit macro suggestions</strong>
<p class="p"><img class="image" id="topic_bbz_z5z_bzb__image_h32_svz_bzb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_macro_suggestions_permissions.png" width="600"></p>
</li>
</ul>
</li>
</ol>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_fgd_ccq_dwb">
<h2 class="title topictitle2" id="ariaid-title5">Creating a macro from a macro suggestion</h2>
<div class="body">
<p class="p">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.</p>
<div class="p">
<div class="note tip" id="topic_fgd_ccq_dwb__note_pfl_ftn_vyb">
<span class="tiptitle">Tip:</span> If you don't see any macro suggestions in
Admin Center, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/6114342158234" target="_blank">Why don't I see macro suggestions?</a> for
help.</div>
</div>
<p class="p"><strong class="ph b">To create a macro from a macro suggestion</strong>
</p>
<ol class="ol" id="topic_fgd_ccq_dwb__ol_ukp_4cq_dwb">
<li class="li">
<p class="p"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_fgd_ccq_dwb__d8e1071" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros &gt; Suggestions</strong>
tab.</span></p>
<p class="p">The list of suggestions includes the following columns:</p>
<ul class="ul" id="topic_fgd_ccq_dwb__ol_q4h_k2v_2bc">
<li class="li">
<strong class="ph b">Name</strong>: The name of the macro suggestion.</li>
<li class="li">
<strong class="ph b">Repetition</strong>: 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.</li>
<li class="li">
<strong class="ph b">Agents</strong>: 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.</li>
<li class="li">
<strong class="ph b">Date created</strong>: The date the macro was suggested in your
account.</li>
</ul>
</li>
<li class="li">Click a suggestion name to open the <strong class="ph b">Suggestion</strong> pane with more details.
The pane includes the following information: <ul class="ul" id="topic_fgd_ccq_dwb__ol_jxq_sdr_dwb">
<li class="li">
<strong class="ph b">The number of similar agent replies</strong> over the last three
weeks.</li>
<li class="li">
<strong class="ph b">Suggested groups that the macro should be made available to.</strong> The
suggested groups are based on the group membership of the agents who
made the similar comments that prompted the macro suggestion.</li>
<li class="li">
<strong class="ph b">Suggested text for the new macro’s comment.</strong> 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.</li>
<li class="li">
<strong class="ph b">The languages you should consider</strong> creating the macro in.</li>
<li class="li">
<strong class="ph b">Example tickets that include the agent replies</strong> the macro
suggestion is based on. Click <strong class="ph b">Based on these replies</strong> to see this
information, then click <strong class="ph b">Show more</strong> to open a full list of example
tickets in a new tab in Support.</li>
<li class="li">
<strong class="ph b">The date the macro was suggested</strong> in your account.<p class="p"><img class="image" id="topic_fgd_ccq_dwb__image_rpk_4nc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_macro_suggestions_agent_reply_examples_updated_2.png" width="600"></p>
</li>
</ul>
</li>
<li class="li">Click <strong class="ph b">Review suggestion</strong>. You're automatically redirected to the macro
creation page.</li>
<li class="li">Adjust any details of the macro as necessary. For help with editing macros, see
<a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408844187034" target="_blank">Creating macros for tickets</a>.</li>
<li class="li">When you’re finished, click <strong class="ph b">Create</strong>.</li>
</ol>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_zfj_dcq_dwb">
<h2 class="title topictitle2" id="ariaid-title6">Dismissing a macro suggestion</h2>
<div class="body">
<p class="p">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. </p>
<p class="p"><strong class="ph b">To dismiss a macro suggestion</strong></p>
<ol class="ol" id="topic_zfj_dcq_dwb__ol_f5r_xbr_dwb">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_zfj_dcq_dwb__d8e1071" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Macros &gt; Suggestions</strong>
tab.</span></li>
<li class="li">Click a suggestion to open the <strong class="ph b">Suggestion</strong> pane. </li>
<li class="li">Click <strong class="ph b">Dismiss</strong>. </li>
<li class="li">In the list that appears, select the reason that best describes why you're
dismissing the macro. If you choose <strong class="ph b">Another reason</strong>, you have the
opportunity to share additional details about your reason.<p class="p"><img class="image" id="topic_zfj_dcq_dwb__image_mkb_wlc_3xb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ai_macro_suggestions_dismiss_reason.png" width="400"></p>
<p class="p">By giving feedback, you help
to improve the model so that future suggestions are more precise.</p>
</li>
<li class="li">Click <strong class="ph b">Submit</strong>. The macro suggestion no longer appears in the list.</li>
</ol>
</div>
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