Add text fields, integers, decimals, dropdown lists, and more to your macros! Increase productivity, reduce errors.
When an agent applies a Lightning Macro to a ticket, they’re automatically prompted with a form that enables them to quickly customize only the parts of the macro you specify (see screenshots).
By using the tab key, they can quickly complete the form without ever using their mouse. Add validation logic to your fields to eliminate errors!
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Let's say you’ve created a macro to quickly respond to your customers that have received their order later than promised. Most of the text in your macro is standardized but you need to customize their name, the discount you’re providing them and the refund amount they should expect on their credit card statement.
Hi [INSERT CUSTOMER NAME HERE],
We’re so sorry you received your Acme Sprocket later than we promised. To make this right, we’re going to give you a [INSERT DISCOUNT AMOUNT HERE]% discount. You should see a refund on your bank statement for [INSERT REFUND AMOUNT HERE] in 3-5 business days.
[INSERT SOME PERSONALIZED TEXT HERE]
While this works, it is less than ideal for two primary reasons:
Speed. To add customized text, the agent must drag their mouse over the parts they would like to change. In just this simple example, the agent must move their mouse, drag over text, and then type up to 6 times. This is extremely time consuming.
Accuracy. The customized text isn’t validated, so it’s too easy for your agents to accidentally add something like “we’re going to give you a 1000% discount.” Using macros this way is error-prone!
Wouldn’t it be great if your agents could easily add customized text without moving their mouse at all? And wouldn’t it be super sweet if macros validated custom text, preventing confusing and embarrassing typos? We agree—that’s why we created Lightning Macros.
With just a few tweaks to your existing macros, whenever an agent applies a macro, they’re immediately prompted with a validated entry form that they can complete quickly by pressing the tab key.
Textbox: A short line of text.
Memo: Multiple lines of text.
Integer: An integer. Define minimum and maximum values.
Decimal: A decimal. Define minimum and maximum values.
Dropdown List: A pre-defined list of options.
Optional Text: An optional block of text.
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