We are requesting the addition of a robust keyword search functionality within the macro library to improve the efficiency and accuracy of locating relevant macros.
Proposed Functionality:
1. Keyword Search Capability:
- Agents should be able to input keywords or phrases into a search bar to retrieve relevant macros.
- Search results should include macros where the keywords or phrases appear anywhere within the macro content, not just in the title.
2. Search Results Display:
- The search results should display all relevant macros, including their titles and a brief description of their content.
- Keywords in the search results should be highlighted for easier identification and usability.
3. Ease of Use:
- The search functionality should be intuitively accessible from the macro library interface to ensure seamless integration into existing workflows.
Rationale:
This feature will significantly enhance agent efficiency by streamlining the process of finding appropriate macros, particularly in scenarios where macro titles alone are insufficient for context. Improved search functionality will:
- Reduce the time agents spend locating the correct macro.
- Enhance response accuracy and consistency.
- Lead to improved customer satisfaction due to faster and more precise service.
Example Use Case:
Currently, when an agent searches for the keyword “description,” the macro "!General Request for More Information" does not appear in the results, even though its content explicitly asks for a description of the client’s issue. This limitation can cause delays and inconsistencies in agent responses.
We believe implementing this feature will not only streamline workflows but also enhance the overall usability of the Intercom platform for teams like ours.
Thank you for considering this request. Please let us know if additional details or examples are needed.
Kind regards,
Justin Yawn
Operations Lead
Coinme
