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Personal and group macros

Who can create and edit macros, and how team leads manage their group.

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Macro type	Who creates it	Who sees it
Personal	Any agent	Only that agent
Group	Team leads and admins	Members of the chosen groups
Shared	Admins	Everyone

Team leads manage the macros of their own groups under Admin Center, Business rules, Macros, filtered to their groups. Custom roles can grant or remove the right to manage personal, group or shared macros.

When you import from Zendesk, personal macros come over too, owned by the same agents.

Create a macro

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