Ability to see when a macro was used in a conversation details

Hi ​@Angie Walls 

Jennifer here from Intercom

Could you elaborate on why this would be useful for our Product Team?

I would like to know at which point in the conversation it happened in a more practical way, to manage how the snippets are performing: are they working well or do they need improvement?

Hello, 

It would be useful when it comes to coaching and training agents. As a leader I can easily see when the agent is responding with their own words versus an established macro. We do frequent reviews and quality checks.

I can use this information to determine if the agent is often having to use their own language and it may be necessary or helpful to add a macro. 

I could easily identify how many times in a conversation a macro is being used.

Essentially it will help us better equip the team with the tools they need, evolve and add to the tools they need, and be able to use this information to come to helpful conclusions around using macros and AI to resolve cases with less people power. 

Thank you for your consideration.