Introduction
Macros in Richpanel allow support agents to manage customer queries more efficiently by using canned responses. This functionality is particularly useful for repetitive queries where the same response is applicable, saving time and ensuring consistent communication.
Prerequisites
Ensure you have the necessary access rights to create and manage macros within Richpanel.
Familiarize yourself with the types of queries that frequently arise and would benefit from a standardized response.
Steps to set up Macros
Step 1: Access the Macros Section
- Log in to your Richpanel account.
- Navigate to the Inbox. This area is used to manage and respond to customer queries.
- Look for the Macros section. Macros are described as canned responses for repetitive queries.
Step 2: Create a New Macro
- Within the Macros section, find and click on “+”, the option to create a new macro.
- Give your macro a name. Choose a descriptive name that clearly indicates the purpose of the macro for easier reference.
Step 3: Define the Macro Content
- Enter the predefined response or set of actions that the macro should perform. This could include text responses, links to resources, or actions such as adding tags to a conversation.
- If applicable, customize your macro with dynamic fields or tokens that automatically insert relevant customer or order details into the response.
Step 4: Save and Test the Macro
- After configuring the macro, save your changes.
- Test the macro in a live or test conversation to ensure it works as expected. Adjust the macro as necessary based on the outcomes of your tests.
Conclusion
Macros in Richpanel can significantly improve response times and consistency in communication with customers. By following these steps, you can create effective macros that streamline your support processes. Always review and update your macros periodically to ensure they remain relevant and accurate.
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