Plan requirement
| Subscription | Any plan |
| Access | Agent |
Agents can build macros for themselves. That is useful, and it is also how twenty slightly different versions of one reply appear.
The three levels
- Personal. Visible only to the agent who made it.
- Group. Shared with one or more groups.
- Everyone. Available across the account.
Why personal macros are worth allowing
People phrase things differently and a reply in someone else's voice reads badly. An agent who writes their own version of a standard answer usually produces something better than the committee version, for them.
Where it goes wrong
Two failure modes, both quiet.
- Drift. Five agents each keep a personal macro for the same situation. Over a year they diverge, and customers get five different answers to the same question. Nobody sees this happening because nobody can see anyone else's macros.
- Stale information. A shared macro gets updated when a policy changes. Personal copies do not, and keep sending last year's answer.
Worth doing once a quarter. Ask the team which personal macros they use most. The ones that come up repeatedly should be shared, and the exercise usually surfaces a policy change nobody propagated.
Which macros nobody uses
Macro usage is reportable. A macro nobody has applied in months is either badly named, in the wrong category, or answering a question that stopped being asked. All three are worth knowing about.
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