🛞Macros
Last updated
Last updated
Macro - a set of sequential saved actions that run in a dialog and help agents speed up customer service (e.g. assign a tag to a conversation, assign a team, update a custom attribute). With a macro, you can execute all these actions with a single click.
When agents run a macro, the actions are executed in the defined sequence.
To create a new macro/edit an existing one, select Add a New Macro/Edit Macro.
Macro name
Library - a folder that contains a Macro. It is used to organize Macros.
Macro Visibility - availability of a macro for other users:
Private – only a user who created it has access to a macro.
Public – available publicly for all users in this account.
Action - specifies actions to be performed when the macro is run. Possible actions:
Assign a team
Assign an agent
Assign a label
Remove a label
Remove Assigned Team
Resolve conversation
Send a message
Send Attachment
Add to:
Private Note - a private note of a conversation in which a macro was run (with sending to the conversation).
Reply section - the Reply section of a conversation in which a macro was run (without sending it to the conversation).
Dialogue note - a dialogue note (with saving to a note), within which the macro was run
Conversation Custom Attributes (text only)
Contact Custom Attributes (text only)
Add a private note
Send Custom Event (usually used to call a custom NovaTalks script. For instance, the system is set up with a scenario for a chatbot to collect a phone number. You can use a macro to run this scenario. As part of the request, you can specify which parameter values to pass through the Key/Value fields)
Send Webhook Event (usually used to transfer data to third systems. As part of the request, you can specify which parameter values to pass through the Key/Value fields)
Send Browser Event (used to send data to Dashboard Apps. As part of the request, you can specify which parameter values to pass through the Key/Value fields)
You can add multiple actions in sequence. When you run a macro, its actions execute in the order specified in the settings. You can reorder the actions by dragging the handle next to each node.
A library is a folder used to organise macros and make them easier to find. Libraries can also be used to hide unnecessary macros that are included in them or to manage access rights - private or public.
The Library List page displays their settings and the option to hide/show Macros that are included in the Library when communicating with clients.
Library name
Visibility - the accessibility of the library to other users. It can be:
Private - only the user who created it has access to the library;
Public - available to all users of the account.