If you have been using reply templates for some time, you probably now have a list of hundreds of Macros whose content needs updating. One way of keeping the content up to date is to start by removing unused Macros and reviewing the content of the others.
On the Knowledge page, you will see a list of all your Macros and their respective usage. On the top of the page, you see a count of UNUSED REPLIES, showing the total number of Macros which were not used at all during the last week (or last month, depending on the toggle on top right corner of the page).
You can find the least used Macros by clicking on the Usage column header to sort the Macros by that value. Alternatively, you can also click on UNUSED REPLIES on the top dashboard to show only the Macros with zero usage.
You can now go through all the unused Macros and unpublish them. They will no longer appear on the Cleverly widget for agents to use and they will be deactivated in the corresponding integration.
These are the steps:
- On the Knowledge page, switch the toggle on the top right corner to “Monthly”
- Click on UNUSED REPLIES to see only Macros which were not used in the past month
- Click on the Status column header to sort by Published first
- Go through the Published Macros one by one, clicking on the three dots button (...) on the right edge of the Macro card and then on Unpublish. These Macros will no longer be available for agents to use.
(Screenshot of Knowledge page after clicking UNUSED REPLIES and the (...) menu on the first Macro)