Is it possible to view macros used on a case in Conversation Pane (within Care Console)?
Cortney S
Published:
12/22/25 8:21 PM
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I received a request from my team to display the macros used on a case in the conversation pane. Many of our agents already have "View Activity" enabled, but it only shows "Case assigned to [agent]" and "Unassigned from [agent]". I'm not seeing any settings or controlling fields for this. Is it possible to include macros in the conversation pane (either in View Activities or a separate option)?
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*This is the only documentation I was able to find and it doesn't really mention much about it: https://www.sprinklr.com/help/articles/introduction-to-unified-agent-desktop/care-console-conversation-pane/63d6e0202c015d03d4e805c2#:~:text=Hide%20Activities%3A%20Hide%20the%20activities%20such%20as%20assignment/unassignment%20of%20a%20case%20from%20the%20conversation%20pane%20at%20the%20user%20level.