Our teams would really benefit from the ability to create and manage one macro with distinct email and chat versions, automatically selecting the appropriate content based on the conversation’s channel.
Current limitation
Our teams have to either reuse the same response across email and chat or create separate macros for each channel.
Email often needs a greeting, more context, and a closing, while chat benefits from shorter, more conversational wording. Creating separate macros increases the volume of content to manage, clutters the macro library, and requires teams to maintain related responses in multiple places.
Requested enhancement
Allow teams to:
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Maintain email and chat variants within a single macro.
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Automatically insert the correct variant based on the conversation’s channel.
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Share common wording across variants while customizing elements
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Easily identify which channel variants are available or need updating.
Why:
This would reduce duplication, simplify content maintenance, and help agents find the right response faster while preserving a natural communication style for each channel.
Example
A single “Refund approved” macro could contain:
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Email: “Hi [name], your refund has been approved. You can expect it within [timeframe]. Please let us know if you have any questions. Best, [agent]”
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Chat: “Your refund is approved! You should see it within [timeframe].”
Both versions would live under one macro, with shared details maintained centrally.