Reviewing Macros Collaboratively

Macros are at the heart of your customer service operation. These [reply templates](link to Creating a Macro) will help your agents save time when answering and provide a consistent experience to the end client.

However, keeping the Macro content up to date is a common challenge in many teams. The Cleverly Dashboard helps you easily [edit](link to editing a Macro),create [draft revisions](link to using draft revisions) of Macros and collaborate with other team members to get those revisions approved before they are published and made available for other agents to use. 

You might want to collaborate in the review of a single macro or you might want to  collaborate and efficiently organize work for a more extensive reviewing project. 

If you have been using reply templates for some time, you probably now have a list of hundreds of Macros whose content needs updating. The following articles might help identify which macros need review:

• Identifying unused macros
• Listing all draft revisions
• Listing draft revisions assigned to me

After you have identified which macros you want to collaboratively work on, you can act on those from the Knowledge section which you can reach by following these steps:

• Log in to Cleverly Dashboard - app.cleverly.ai;
• Click on “Knowledge” on the left menu of your Cleverly Dashboard.

(Screenshot of Knowledge page)

From the Knowledge page you can access macros, search by name, see the usage, the macro Status and if there is a Review Version or not. The corresponding Review column can have 3 different status. 

• No Review Version (grey)
• Needs Review (orange) - there are ongoing changes to this macro; by setting the status to “Needs Review” (and perhaps assigning the revision to one of your colleagues), you are requesting someone to collaborate with you on the revamp of this Macro.
• Accepted (green) - once everyone has confirmed that the draft is ready, you (or your colleagues) can mark the draft as ready by changing the status to “Accepted”. This signals that this draft is ready to replace the existing Macro.

(Screenshot of Knowledge page close up to show icons for Macro revision draft status) 

Follow the instructions to continue the review:

• Search for the Macro you want to review, by either:
  • Sorting the Macros by usage, so that the most used ones show first;
  • Searching the macro by name;
  • Filtering all macros with pending draft revisions or just the ones assigned to me.
• Open one of the Macro you want to review. You could directly edit the Macro, but for the purpose of collaborating on the review, you will need to create a draft revision.
• Click the Drafts tab and edit the Macro draft by changing the fields as you see fit. When finished, click “Save”.
• After you edit a Macro draft revision, and depending on the next steps of the process you can:
  • Leave the status as “Needs Review” and use the “Assignee” dropdown to ask a colleague to review this draft.
  • Switch the status to “Accepted” if you have reviewed the draft and it is ready to be published. 
• If you want the new version to be available for all agents to use, use the “Replace Existing” button.

You can keep track of the revision by looking at the information below the draft content, which tells you which user last updated the draft, and when.

(Screenshot of Macro draft revision page with status set to Accepted)

Status

A Macro draft can have two possible status, “Needs Review” and “Accepted”. When you create a draft revision of a Macro, it gets the status “Needs Review” assuming you would like to come back later and still work on a new version of this article. You can also use this field to get someone else’s approval before replacing the Macro.

If you are reviewing the macro, either because it has been assigned to you or you are ready to go ahead with your changes, you should change the status to “Accepted”. Only then you will be allowed to replace the existing Macro with this draft.

(Screenshot of Macro draft revision page with open combobox to select its status) 

Review Assignment

If you would like to let someone else know that you want them to review the draft revision, you can assign it to a user from the user selection dropdown on the right side of the “Needs Review” dropdown field on the Drafts tab.  This is only available if the status is "Needs Review".

(Screenshot of Macro draft revision page with open combobox to assign to another user)