Macros & templates best practices

1. Identify high-volume scenarios

• Review analytics for intents with the most conversations.
• Ask agents which replies they repeat daily.
• Prioritize flows where policy precision matters (billing, compliance notices).

2. Structure macros clearly

Each macro should include:

• Friendly greeting and closing
• Required policy statements
• Placeholder tokens for names, order numbers, tracking IDs
• Optional escalation notes or next-step guidance

3. Pair macros with AI assist

• Enable Macro + Draft so CORE AI pre-fills details using ticket context.
• Configure guardrails to prevent sending without agent review on sensitive intents.

4. Version and test

• Store macros in shared folders by brand or product line.
• Use change logs to capture who updated what and why.
• Test macros in sandbox tickets before rolling to production.

5. Measure impact

• Track average handling time (AHT) before and after macro deployment.
• Monitor AI draft acceptance rate when macros are used.
• Collect agent feedback through the coaching workspace.

6. Keep content fresh

• Schedule quarterly audits to retire outdated language.
• Tie macros to the knowledge base so updates cascade automatically.
• Work with legal/compliance teams on required phrasing changes.

Thoughtful macro design keeps communication consistent without feeling robotic.