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
37 views
2
37
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)?
Question
Updated
5 days
Comments
- C
Cortney S
2 months
ago
22/12/2025
*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.
Related Conversations
Jaimie Selwa
2 years
515 views
Cristopher Cravioto Garcia responded
9 months
ago
Hello, 👋 My name is Jaimie and I'm one of the Customer Advocacy Managers. Along with @Rupali Verma, we manage the Sprinklr Champions program. Welcome to the Community and our group! We'll use this space to share updates, executive opportunities, and gather feedback from you, our valued custome
3
515
0
Karla Prado
3 years
435 views
Carlos Lara responded
5 months
ago
Hello everyone,I'm interested in integrating Sprinklr with Power BI to personalize my information. However, I haven't been able to find any documentation on the API itself. The only resources I came across were third-party platforms that require a fee for this integration. Has anyone successfully in
9
435
0
Hernan Rodriguez
2 years
419 views
rodriguez responded
4 months
ago
Good morning, I am wondering if it is possible to add music or audio to an Instagram post. When I upload/schedule, I use the Quick Publish widget and I don't see it there. If it is currently not possible, I think it would be a really neat tool!
8
419
0
Jordana Gustafson Wright
1 year
162 views
marsh responded
5 months
ago
Hi Everyone! I wanted to share a success story we published a few weeks back with Deutsche Telekom. They're rolling out Sprinklr Service in their contact centers across Europe — they have a couple hundred agents already onboarded and expect to have 40k+ once the project is fully implemented. I loved
9
162
0
paulo.henrique
3 years
190 views
Jay Elango responded
3 years
ago
Estou criando uma apresentação e não entendo como ela está classificando por Classificar por. Seria possível ordenar alfabeticamente, ou criar alguma regra para esta ordenação?
8
190
0
joe.kempsell
1 month
ago
14/01/2026
Yes, it is possible to view the macros used in the conversation pane... and it's easier than you think!
Step 1: Create a Case Update rule with conditions that look for the macro applied to case. Then, if the condition is yes, add a corresponding action to "Add a Note" describing the macro used.
Step 2: Go through each macro that needs a note added to the conversation pane and add a "Select rules to execute (case Action)" action. The corresponding Value will be whatever you named the rule.
I've included a couple of screenshots for what the rule and macro action should look like. Please keep in mind that your Sprinklr environment should look a little different than mine.