I would like to be able to use dynamic macros when building a workflow. An example we’d like to use this in is with the greeting. Once it has been assigned to our team, we’d like to have our macro that says “Thank you for contacting us, (customer name). My name is (rep assigned name), a customer support representative. Please give me a moment to review the reason you’re reaching out to us.”
This gives our team time to review and also shows the customer we are actively engaged.