Macros in Customer Service Omnichannel

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Posted on by POJA85

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Hi,

I have been struggling with Macros in Omnichannel. Whatever I do, however I setup the macros in my Omnichannel instance they wont execute, trigger. I have read the limited information that exists out there but no luck. Could I get some help with the basics of a macro, how are they triggered, how does a basic macro look like that I could test?

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POJA85 175 on at

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RE: Macros in Customer Service Omnichannel

Example, as soon as a chat request is accepted as a Omnichannel Agent, I want the macro to search in the Knowledge Article based on a pre-survey question/answer. But this macro is never executed. I must be missing something here.
Nishan on at

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RE: Macros in Customer Service Omnichannel

Can you provide more information on what you are trying to do, and what error you face?