Collect teammate answers to power up macros

Macros can be configured to gather input from teammates through a form, allowing you to utilize these values in conditional branching and macro actions. Admins can require teammates to write summaries, set priorities, etc. to help macros take appropriate actions. 

This is especially useful when enforcing an escalation workflow: you can ensure required fields are filled out before escalations occur.

The following steps assume you’re familiar with creating macros.

Step 1

Navigate to the Flow builder tab in the macro you’d like to edit.

Step 2

Click the plus sign to add a step to your macro, then select Collect teammate answers.

Step 3

Click Add prompt, then enter a name and description for the prompt shown to teammates after they trigger the macro. 

In this example, we want users to enter a text summary (free text), set a priority (dropdown), and enter a response due date (date and time) when triggering an escalation. Below is an example of the “Conversation summary” prompt.

Step 4

Click Done to add the prompt to your macro. Click Add prompt to add additional prompts as needed.

Note: Each of these prompts automatically creates a dynamic variable in your macro. Follow the steps below to leverage them in your conditions and actions. 

Step 5

Next, click the plus sign in the flow builder and select Branch by condition to add a new step.

Step 6

Click +Add branch, select the Dynamic variable is condition, then select the prompt you want to branch on. 

In this example, we’ll create branches based on the “Set priority” prompt.

We set up three branches based on what is entered in the “Set priority” field: High, Medium, or no matches.

Step 7

Once your branches are set up, click +Add action to modify the actions the macro should take when it is triggered.

Step 8

In this example, if the “Set priority” prompt value is “High”, we want the macro to:

• Add a comment with the value entered in the “Conversation summary” prompt.

• Update the “Contract renewal” conversation custom field with the value entered in the “Response due date” prompt.

• Move the conversation to the Tier 1 inbox.

Step 9

Continue to add actions to the remaining branches as needed.

Step 10 

Click Create when finished.

Step 1

Navigate to the conversation you’d like to use a macro on, then select the macro to trigger it. To review how to use macros, see this article.

Step 2

A pop-up will appear with prompts required for the macro to take action. Fill in the fields and click Submit.

Step 3

Once all actions have completed, you’ll see a confirmation banner at the bottom of your screen. Teammates can see which macros were applied to a conversation in the conversation’s activity history.

Macros support the following input types:

• Date and time

• Inbox

• Number

• Teammate (single select)

• Free text

• Yes or no (boolean)

• Dropdown (single select)

Yes. Users must select or enter in values for every prompt to successfully trigger the macro.

This feature is available on the latest Scale plan or above.