Using a macro suggestion

Replying to customers with a macro is a best-practice all agents should follow. It helps them to be more productive, while at the same time making replies more consistent. However, finding the right macro to use for a ticket can be challenging, specifically for new agents.

Cleverly macro suggestions will help agents with contextual reply suggestions, based on the previous history or as configured by managers. 

Suggested Macros will appear on the Cleverly Widget. 

If you wish to see the Macro text before applying it, you can click on its name to open the Macro content.

Clicking the “Apply” button will choose this Macro. The reply won’t be sent immediately, but rather the text will appear on the reply form, where you can still edit it before clicking “Submit”, to add a more personalized touch to each reply.