What is a Macro?
Updated
In Sprinklr, a macro is a feature that allows businesses to automate and streamline their social media management processes. Macros are 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.
Macros can be customized to meet the specific needs of a business and can be created to automate a wide range of actions, such as responding to messages, assigning messages to specific team members or groups, tagging messages, closing cases, updating message status, or applying custom fields to messages. Macros can also be used to apply rules to messages or cases, such as automatically tagging messages that contain specific keywords or phrases.
By using macros in Sprinklr, businesses can save time, improve the efficiency and consistency of their social media management processes, and provide faster and more consistent customer support. Macros can be executed quickly and easily with a single click, and they can be shared across teams to ensure consistency in customer interactions. With the ability to automate repetitive tasks, businesses can focus on delivering high-quality customer experiences and building stronger relationships with their customers.
Difference between Case and Message level Macro's
In Sprinklr, message-level macros and case-level macros are two different types of macros that can be used to automate and streamline social media management processes.
Message-level macros are applied to individual messages within a case, while case-level macros are applied to the entire case. Message-level macros automate actions that apply to individual messages, such as assigning a message to a team member, applying a tag to the message, or responding to a message with a pre-defined message. For example, if a customer sends a message asking for help with a specific product feature, a message-level macro could be created to assign the message to a product expert on the support team.
Case-level macros, on the other hand, automate actions that apply to the entire case, such as updating the case status or closing the case. For example, if a customer submits a complaint about a product, a case would be created in Sprinklr to track and manage all messages related to that complaint. A case-level macro could be created to automatically assign the case to a particular agent or work queue.
The key difference between message-level macros and case-level macros is the scope of the actions they automate. Message-level macros are focused on individual messages within a case, while case-level macros are focused on the entire case.
To Add a Macro
Click the New Tab icon. Under Governance Console, click Macros within Collaborate.
In the top-right corner of the Macros window, click Create Macro.
On the Create Macro window, enter a Macro Name and Description, and select the entity to apply the macro to from the Apply macro on dropdown.
Entity types include Inbound Message, Outbound Message, SAM Asset, Case, UGC Asset, Profile, Task, Campaign, Sub-campaign, and User.
Check the Ask user for confirmation before applying this macro box, if you want to re-confirm conditions when the macro is applied.
Similarly, check the Favorite this macro for all visible users box, if you want to pin the macro.
Set actions for your macro under Automated Actions and Manual Actions. This lets you set the task details that you want to perform on the selected entity. You can add multiple actions at a time. Click Add new Action/Input if you wish to add additional conditions.
For example, if your macro conditions are:
Status set to Escalated
Escalation Reason [More information needed]
Then, all the cases where you apply this macro will be escalated with the escalation reason "More information needed”.
If you are creating a Message, Outbound Message, or UGC Macro, you can add Related Macros, which can be used to apply another macro to assets associated with the parent content. Click Add new Related Asset to add a Related Macro.
Select your visibility preferences. Sharing macros lets different people/teams in your organization use it and perform desired actions. Selecting Visible in all workspaces will allow visibility for all users across the Workspaces. Selecting Workspace(s) will allow visibility for all users within the specified Workspace(s). Selecting User(s) will allow visibility for only the specified user(s) or user group(s).
Under Advanced visibility filters, select the following fields as per your requirements:
To Apply a Case Macro in Engagement Dashboard
Case Management macros are applied through the Details Pane within the Engagement Dashboards or Agent Console, meaning that the option to apply a Case Management Macro will not be present at the top of the screen when a case is selected as it is for message-level macros.
Click the New Tab icon ,Under the Sprinklr Social tab, select Engagement Dashboards within Engage.
On the Engagement dashboard, hover over the Options icon for the desired case and select Open Details. You can also open the case details by double-clicking on the case.
In the top bar of the Case Details pane, click the Macros icon to view a drop-down of the available Case Management Macros. Select the macro you'd like to apply(on the desired Rule - Inbound, Case update, or Case creation)
To Apply a Case Macro in Agent Console
Click the New Tab icon Under the Sprinklr Service tab, select Agent Console within Resolve.
Select the desired case. In the Case Overview third pane, click the Macro icon on the top to view the available Case Macros. Select the Macro you'd like to apply.
To Apply a Case Macro in Care Console
Click the New Tab icon Under the Sprinklr Service tab, select Care Console within Resolve.
Select the desired case. In the top right corner of the window, select the View Case icon to open the case third pane and click the Macro icon on the top to view the available Case Macros. or hover to the 3 dots on the conversation pane and click on the apply macro action.
