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LiveConnect

Create macros, templates & localized variants

Build reusable replies with variables, A/B test macros, and add locale-specific versions.

16 min Beginner Knowledge Manager, Supervisor Updated Sep 1, 2025
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Overview

Build reusable replies with variables, A/B test macros, and add locale-specific versions.

Prerequisites

None.

Permissions required

macros:write localization:write

Steps (3)

Estimated: 16 min
  1. 1

    Create macros with variables

    Knowledge Manager 6 min Back to top

    Knowledge → Macros → New. Insert variables like {{first_name}} or {{order_id}}.

    Tips

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    Validation

    —

    Success criteria

    —

  2. 2

    A/B test macros

    Supervisor 5 min Back to top

    Enable experiment mode to compare response time and CSAT across variants.

    Tips

    —

    Validation

    —

    Success criteria

    —

  3. 3

    Add locale variants

    Knowledge Manager 5 min Back to top

    Provide translations and fallback logic. Verify right-to-left rendering if applicable.

    Tips

    —

    Validation

    —

    Success criteria

    • Agents insert correct localized replies automatically based on session locale.

About this guide

LiveConnect brings every customer conversation into one queue—web chat, Instagram/Facebook DMs, WhatsApp/SMS, Telegram, and email handoff—so teams never miss a moment. Agents work faster with AI reply drafts, KB suggestions, and one-click ticket creation in Agent Desk. Supervisors manage skills routing, concurrency, SLAs, and wallboards. All messages, files, and actions are logged to Chronicle; attachments are virus-scanned via SecureStore. Built on Chat Core orchestration for reliable routing, triage, and guardrails.