A Macro is an answer template which 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.
Therefore, keeping Macros up to date is very important, and a task which Cleverly makes easier than ever.
Editing a Macro
All the Macros in your account are listed in the Knowledge section of the Cleverly Dashboard. This includes all the Macros which you created in your help desk software (Zendesk, Salesforce, Freshdesk, etc.), as well as the Macros created from the Cleverly Dashboard itself. To edit an existing macro:
- Log in to Cleverly Dashboard - app.cleverly.ai
- Click on “Knowledge” on the left menu of your Cleverly Dashboard
- Use the search bar to find the Macro you want to edit
(Screenshot of Knowledge page with search)
(Macro page on Details tab)
4. Click on the Macro name to open the Macro details page
5. Click on “Edit”
6. Change any fields you would like
7. Click “Save”
The quickest way to edit a Macro is to click on the Edit button on the Macro details page. This will open a form where you can edit the Macro Title, Description and Text.
Clicking Save on this page will immediately make the changes available in the Macro for agents to use. Your new Macro content is ready to help your agents deliver excellent customer service.
Editing Additional Macro Fields
In case you would like to edit other fields of the Macro (e.g. tags applied when using the Macro), you can open the Macro page on your integration (Zendesk, Salesforce, etc.) by clicking the respective button under the (...) menu.
(Close up of Open In (...) option in Macro page)
However, you might also want to create an alternative text which you only want to make available at a later date, for instance if you want someone else to take a look at the text first. This can be done by creating a Draft revision of an existing Macro.