Macros and accelerators are easily defined. These are used to speed up agents and provide consistency in response.

Installation

• Navigate Home→Instant Apps→Overlay (Shared)→Add→Template.
• Select the "Macro Editor" template.
• A new "package" icon should appear in the upper right corner of your screen post-installation.
• Navigate Home→Instant Apps→Agent Tools (Private)→Add→Template.
• Select the "Macro" template and save.

Macro Packages

Macros can be divided into what we call a Package. A Package is a container or folder that contains Macros for a specific purpose. For instance, you may define a package for GOTV efforts. And one for "Issue Questions" that can be used to answer inbound questions on a particular topic.

Creating a Package

Click the Package Icon in the upper tool bar. then select "Add Package" and give the package a meaningful name.

Creating a Macro

Give the Macro a name that is easily recognized.

Select each of the actions you wish to perform when this macro is executed. Supported Action types include:

• Closing the conversation When selected, the conversation will be completed and the next item from the Inbox will be retrieved.
• Send Message Sends the contact a message. Full field merge is supported (see below).
• Suggest Message Place a message in the chat entry area for the Team member. Full field merge is supported (see below).