A Macro is an answer template that agents can use when replying to customer requests. Using a Macro will save you time, by not having to write the same text over and over again, as well as ensure the customer’s experience is consistent and true to your brand.
Agents will be able to search for the Macro or get it directly suggested from within the Cleverly Widget.
New Macros can be created from the Knowledge section of the Cleverly Dashboard. On this page, you can find the blue “Create reply” button on the top right of the table showing the existing macros. Clicking this button and then selecting “Macro” will prompt the Macro creation page.
To do so follow the steps:
- Log in to your Cleverly Dashboard;
- Click on “Knowledge” on the left menu of your Cleverly Dashboard;
- Click on “Create reply” and select “Macro”.
The new Macro page allows you to fill in the following fields for the Macro:
- Title: name of the Macro;
- Description: explains what the Macro is about. This serves only for the purpose of knowledge management, it is not indexed in search and doesn’t show up in replies to customers.
- Text: the template which is copied to the reply when the Macro is used.
Zendesk users can also add dynamic placeholders to the text in the same way as in your helpdesk software.
Take your time to write great content for your Macro. When you feel like the new Macro is ready for use, clicking on “Publish” will make it immediately available to be used by agents.
Keeping a Macro as draft
In case you would like to have more time to review the Macro later before publishing it, you can click “Save as draft”, and edit and publish your Macro later.
The saved draft can be accessed from the Knowledge page. By clicking on the Macro name, you will open this draft and are able to edit it again. Hit “Publish” when it's ready for use.
Congratulations, your new Macro has been published. You might now want to take a look at the Cards section and assign this Macro as a suggested answer for a specific category of customer requests.
Tip: Creating Macros with easy to understand, explanative titles will make it easier for agents to find and use them.