Hi Intercom team,
In future state, we’d like to be able to see macro analytics. One example would be an adjustment rate showing how often teammates edit a macro before sending it and how much of it they change. We value being able to see macro and Copilot usage, and we want to better understand what happens to a macro once it’s inserted. That visibility would help us identify which macros need updating, understand where teammates are personalizing responses, and connect macro usage to quality and CSAT.
Thanks,
-Molly