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Macros Explained

Creating and using macro's can enhance your productivity and streamline your agents' working habits.


Head to 'Administration Console' > 'Processes' > 'Forms' > 'Macros', then you will be presented with any existing macros in your system. 


Out-of-the-box, we have created one called 'Shipping Enquiry'. However, we will build one from scratch together in this guide.


Press 'new' in the top right-hand corner, then enter the name of the macro you'd like to create.


I don't want contacts to use this macro, I want to apply it after submission of the ticket to Halo, so I keep the checkbox empty.


Next, head to 'values'. Here you can set the essential information of the ticket:





Such as, the team and agent to be working on the ticket, what type of ticket it is, any default summary or details within the ticket, and the priority (this will override the ticket type's setting) among other settings.

Cancellations in this case are a priority 1, as it is vital it is processed in time before the order is despatched or other.


Next, if applicable, you can head to the to-do list tab, here you can create a to-do list for the agent working on the ticket to go through:



You can add new items by pressing the 'Add +' at the bottom of the list. Each list item also has the functionality to restrict by customer, if required.


Alternatively, if the steps on the to-do list are to be actioned by different agents, or need to be done in a specific order, you can create child macro's which will assign each task to the designated person (if specified) and can be delayed to be created using rules (for example: contact warehouse will only be created and visible once the order has been cancelled on the system.)


The set-up for child macros mirrors the configuration for standard macros. 



Then, to have the macro's you created apply, you can create rules. (Read more about rules here)


A simple criteria would be to have any subject of 'cancellation' to default to this macro:


Then, underneath you can specify the outcomes. 

For this rule and macro, I don't need to change any of the outcomes, except for the macro, so I will leave it all as 'no change', except for the macro.





Make sure to specify how you want to start making this rule apply:


Press 'save' and your macro is ready to go!


The available action buttons will be based off of the ticket type the macro is set to be and the workflow will also be reflected against the ticket type - unless specified on the macro to start a new one.





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