Macros

Important

Some of the functionality described in this release plan has not been released. Delivery timelines may change and projected functionality may not be released (see Microsoft policy). Learn more: What's new and planned

Enabled for Public preview Early access General availability
Users by admins, makers, or analysts Oct 2019 - Jan 2020

Feature details

Macros enable agents to stay efficient and productive by automating a series of repetitive tasks with a single click. For example, agents will be able to automate tasks like resolving a case after updating a field, assigning it to a different user after capturing notes, or sending an acknowledgement email with contextual data from the session using macros.

Administrators will be able to configure macros to suit their specific business or process needs.