User Guide

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Macros

Streamline the process of responding to frequently asked questions by creating macros. This maintains a consistent tone and approach, regardless of which manager is answering.

How to Create a Macro

Create Macro

  1. Through Channel Settings

  • You can create your template [Channel settings] - [Chat] - [Macros] - [+ Macros],

  • You can always edit existing Macros

  1. Through Inbox

  • If there is a message which you would like to save as a macro during a customer chat, hover your mouse over the message and click the [Create macro] button.

Using Macros

  • In the chat window, you can search for a macro by typing # followed by its title.

    • You can combine multiple keywords included in the title to search, and keywords separated by spaces can be searched with an AND condition.

  • You can preview the content in the macro search window. You can send it as is or modify it directly before sending.

The macro order has been changed as of September 5th.

  • Before: 'AI Recommended Macros' → 'Frequently Used' → 'All Macros'

  • After: 'Favorites' → 'AI Recommended Macros' → 'All Macros'

'Frequently Used' has been changed to 'Favorites' so that each manager can view macros in their preferred order, rather than being recommended based on channel usage.

Managing Macros

  • You can check the total number of macros created, macro titles, content, usage count, modification time, creation time, and the last person who modified them.

  • You can also sort macros by 'usage count, modification time, creation time' and filter by 'last modified person'.

  • It's also possible to select multiple macros to collectively set/unset as favorites or delete them.

Favorites

  • Each manager can favorite up to 100 of their most frequently used macros.

    • A macro favorited by Manager A will not appear as a favorite on Manager B's screen.

  • You can favorite a macro by clicking the star emoji () in the macro add/edit window.

  • You can view a collected list of favorited macros by clicking the [Favorites] button on the macro settings page.

    • You can change the order of favorited macros by clicking and dragging them in the macro list.

FAQs

I would like to download my macros as an excel file or sort them by category.

  • Currently, we do not support categorization or download features to excel. If you would like to manage marcos by category, you can divide them into broad categories through macro titles, such as ‘Delivery_Incorrect Delivery’, ‘Delivery_Delayed Delivery’, etc.

  • Furthermore, we are currently listening to suggestions for our customers and can implement such features in the future.

In what order are macros sorted?

The macro list is fixed in the order of special characters → numbers → English → Korean, and each item is sorted in ascending order.

You can also sort macros by 'Title, Usage Count, Last Modified Time, or Creation Time' in [Channel Settings → Chat → Macros].

Can I download or upload macros as a file?

Unfortunately, bulk upload/download of macros is not currently supported. You need to add/edit them directly in the settings.

From when is the usage count aggregated?

The count has been updated since the night of July 24th, when the 'Usage Count Aggregation' feature was added.

Can I also search by macro content?

Currently, searching is only possible by title.