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Add SnapCall Clip inside your Macros
Add SnapCall Clip inside your Macros
Hamza Abaelgarch avatar
Written by Hamza Abaelgarch
Updated over a week ago

If you started adding Clip to your support processes and your agents are sending links to your customers, you might be wondering if there is a way to customize the message that SnapCall generates together with the links. 

Not only that, sometimes there might be the need of sending a message in a different language, particularly if your support team handles more than one. In that case having a single message generated each time might slow down your agent as they would need to delete or amend that.

While SnapCall does not currently provide the possibility to amend this message, this guide describes how to integrate a public page link into your Zendesk macros, which is a great workaround to get a similar if not better result. 

There are many reasons for doing that, but here below we thought to list the main ones:

  • Agents save time, as they don't need to amend the reply they send to customer each time they want to generate a Clip link. This is particularly useful when agents are handling chats, as during synchronous or multiple conversations this would allow agents to quickly come back to customers. 

  • Multilanguage support: you can set up multiple macros or split them by languages, so that agents can use Clip regardless the market or user base they're covering. 

  • Even in this case, the attachment will be placed inside the ticket, regardless if this is a conversation or a standard ticket. This is a great plus for multitasking and efficiency, as agents won't have to look for attachments somewhere else when clients state they send the necessary media to them.

The process is straightforward, easy to set up and requires minutes to be set up. Here's how more in details:

    • Access your SnapCall dashboard and navigate to the “Public Page” tab.

    • Add the step 'Record a video', 'Capture a Snapshot' or 'Record your screen' on the Public Page, according to the functionality you'd like to add in the Macro. To activate an option on the page, simply drag and drop it on the upper left part of the screen.

    • Publish the changes using the blue button on the top right side of the screen, then copy the exact public link for later use.

    • Add the following strings to your link, according to what you would like customers to do with it:

      Customer will be able to record a video: ?supportType=recordVideo
      Customer will be able to take a snapshot: ?supportType=takePicture
      Customer will be able to record their screen: ?supportType=recordScreen
      Customer will be able to record an audio message: ?supportType=recordAudio

      Your link should be similar to the following one once the whole process is completed:

  1. Create a Zendesk Macro:

    • Within the Zendesk admin panel, locate “Agent Tools” and then “Macros.”. Once there, select if you'd like to create a new Macro or edit an existing one. 

    • Define the macro's name, description, and visibility. This last option is useful in case you'd like to split Macros according to language coverage. 

    • These below are the actions that we recommend adding to your Macro

    Add a comment/description: here you can shape the message for your customer, and add your Public Page link once done. 

    Add 'Status' = 'Pending', so that agents won't have to manually set this up.

    Add tags to your macro, so that it's easier to create insights or charts in Zendesk based on that. Use the action 'Set tags' and define its name according to your preferences.

  2. Add Zendesk placeholders

    • Click on the button 'View available placeholders' just next to the attachment button.

    • At the end of the Public Page url, add the value &ticket_id

    • From the available list, select the placeholder It should appear with the following format: {{}}

    • This value will allow SnapCall to understand where the media should be added. If this value is not defined, SnapCall will create a new ticket in Zendesk by default.

    • Nice to have: add the formula &customerEmail={{}}, so that customer won't have to type their email address again when they want to add an attachment. 

      At the end of the set up, your Public Page link should look similar to the one below:{{}}&ticket_id={{}}

That's it really! Once you save the Macro, agents will be able to use it when they handle a ticket or a chat. Let us know if you have any questions, you can either contact us using the widget on bottom right side of the screen or drop a message to

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