Make it possible to trigger a reusable workflow from a macro, similar to how we can trigger a Data Connector from a macro.
This would allow us to tack on logic for post-message actions without agents needing to remember policy.
For example, if after sending a message agents should escalate to Team 1 versus Team 2 depending on their segment, a reusable workflow could check which segment the customer is in and assign to the right team or owner after the message is sent.
This would also allow for more targeted automation when you don’t want something to have a widespread effect like background workflows do. For example, high value customers often need support that is easily handled by a tier 1 team, but at some point in the conversation they may need to be passed to tier 2+ support. An escalation macro that includes a response and a simple reusable workflow determining which tier to escalate to based on segment takes one more decision off the tier 1 team’s plate.
Reusable workflows from macros would also allow multiple actions to be contained in the workflow rather than taking up space in the composer.