The current Lite Agent permissions are too restrictive and hinder productivity. Currently, Lite Agents can only navigate via direct ticket links or mentions (which are difficult to manage, as noted in Request 1). Additionally, it is highly inefficient that Lite Agents cannot use macros—not even text-only ones—forcing them to store standard internal replies in external documents.
Request:
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Access to Views: Allow Lite Agents to access (custom) Views. This is essential for navigating tickets efficiently, especially since we operate with multiple brands and teams within Intercom.
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Access to Macros: Grant Lite Agents the ability to use macros (or at least text-based macros) to streamline the process of writing internal notes.