🛞Macros

Macros list

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.


Create/Edit a Macro

  1. Macro name

  2. Library - a folder that contains a Macro. It is used to organize Macros.

  3. 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.

Public macros can only be created by Administrators.

Private library can only create a Private Macro.

  1. 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.


Library

Library list

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.


Create/Edit Library

  1. Library name

  2. 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.

Public Libraries can only be created by Administrators.

Last updated