Description:
We’d like to request an enhancement to Intercom macros that allows a conversation to be automatically assigned to the teammate who applies the macro.
Current Behavior:
When setting up a macro, the assignment action requires pre-selecting a specific teammate. There is no option to dynamically assign the conversation to whoever used the macro at the time of application. This means:
-
Macros cannot be shared across teams without hardcoding specific assignments.
-
Agents must still manually assign the conversation to themselves after using a macro, adding unnecessary steps.
Proposed Enhancement:
-
Add a new assignment option in macro setup: “Assign to teammate applying macro.”
-
When selected, the conversation would automatically assign to the teammate who triggered the macro, regardless of who that is.
-
This would not effect the team assignment unless set up to do so.
Why This Matters:
-
Improves workflow efficiency by removing redundant manual assignment steps.
-
Makes macros more flexible and usable across multiple teams.
-
Reduces risk of misassignment and ensures conversations have a clear owner from the moment a macro is applied.
This functionality would streamline macro usage, especially in environments with shared queues or rotating agents.