Macro Actions
Updated
Macros in Sprinklr are a feature that allows businesses to automate and streamline their social media management processes. Macros enable businesses to create pre-defined sets of actions that can be executed with a single click, such as responding to common customer inquiries or applying tags to messages.
Case-level macros are used to automate actions that apply to an entire case, while message-level macros are used to automate actions that apply to individual messages within a case. By leveraging both case-level and message-level macros, businesses can automate and streamline their social media management processes, save time, and provide faster and more consistent customer support.
In a case management worflow following actions can be performed by applying macro's-
Assigning Cases: Macros can be created to assign cases to specific team members or groups based on criteria such as message content, language, or sentiment.
Tagging Cases: Macros can be created to apply pre-defined tags to casesbased on criteria . This helps businesses organize and track their messages more effectively.
Closing cases: Macros can be created to close cases once all messages related to a particular customer inquiry or issue have been resolved.
Updating Case status: Macros can be created to update case status to track progress and ensure that all messages are handled in a timely manner.
Applying custom fields: Macros can be created to apply custom fields to messages to capture additional information about the message or customer.
Using macros in Sprinklr helps businesses save time and improve the efficiency and consistency of their social media management processes. Macros can be customized to meet the specific needs of a business and can be executed quickly and easily with a single click. By leveraging macros, businesses can focus on delivering high-quality customer experiences and building stronger relationships with their customers.
Action | Description |
Case Actions - Take a case-specific action on the message on which the macro is applied. | |
Add Case to Queue | Add the Case to the selected queue. |
Add Comment | Add a comment to the Case. |
Add to Global Profile Lists | Add the users associated with a Case to a Global Profile List. |
Add to Workspace Profile Lists | Add the users associated with a Case to a Workspace Profile List. |
Archive Case | Archive the Case. |
Assign Case To | Assign the case to the selected user. |
Assign Case To Me | Assign the case to yourself. |
Case Priority Rank | Set the Priority Rank of the case. |
Delete Case | Delete the Case. Note that the action Delete Case will not delete the message that it is applied to from the native channel. This action is specific to Case Management. |
Mark Case Follow up | Select the status of the case follow-up. |
Pause Case SLA | Select to pause the Case SLA so that accurate SLAs can be calculated while creating a report in the reporting dashboard. |
Processing paused by user | Select to pause the processing clock on a case for a particular user. |
Processing started by user | Select to start the processing clock on a case for a particular user. |
Remove Case from Queue | Remove the Case from a queue. |
Remove Content from Case due to PII | Remove content from a Case due to privacy with PII (personally identifiable information). |
Remove from Global Profile Lists | Remove the users associated with a Case from a Global Profile List. |
Remove from Workspace Profile Lists | Remove the users associated with a Case from a Workspace Profile List. |
Select rules to execute | Perform the associated rule to a Case. |
Sentiment | Select the sentiment of the case. |
Set Case Due Date | Set a due date for a Case. |
Set Case Due Date After Hours | Set a due date after hours for a Case. |
Stop Processing User | Select to stop the processing clock on a case for a particular user. |
Unset Case SLA Details | Select to unset the case SLA alert properties for that particular case. |
Set Case Closure Time | Select to capture the Case Closure Time in Reporting. |
Add Email Collaborator | Add the user to the email collaboration list. |
Appointment Completed | Select Appointment Completed as Yes if the appointment of the user is completed. |
Mark Suggested Response as not helpful | Select this case action if the suggested response is not helpful. You can provide the desired value for this action. |
Remove Email Collaborator | Select this case action if you would like to remove the user from the email collaboration list. |
Unassign | Select this case action to unassign anything in regard to the case. |
Unassign Video Task | Select this case action if you want to unassign the video task. |
Customer Properties - Apply distinct properties to the case. Additional properties may be available if Case Management Custom Fields have been created. | |
Status | Set the status of a Case. |
Case Type | Select the Case type associated with the Case. |
Tag | Apply a tag or tags to the Case. |
Priority | Set the Case's priority level. |
Custom Fields | Set a macro on a Case based on a Case custom field created within the system. |
