As part of ongoing improvements to make AI Agent more accurate, consistent, and trustworthy, macros are no longer used as a knowledge source to answer customer questions.

This applies across all channels, and reflects what has already been true for AI Agent on chat since its launch.

What is changing

• In the new AI Agent architecture, macros, including those tagged as [AI Compatible], are no longer part of the AI Agent's knowledge base

• This means AI Agent will not use the content of macros to inform or generate responses to customer questions

Why this change was made

• In practice, macros were only considered potentially useful by AI Agent in fewer than 1% of answered messages

• When used, macros often led to AI hallucinations and inaccurate responses

• Macros are usually written as confirmation messages rather than guidance, which makes them risky when used to inform AI responses

• Removing them as a knowledge source significantly improves AI Agent reliability and reduces errors

What to do if your account uses macros heavily

• If you are only using AI Agent on chat, nothing changes

• If you find that macros were frequently referenced, we recommend reviewing whether those macros are genuinely useful:

  • Macros that only confirm actions or convey tone are not helpful and can be safely ignored

  • Macros that contain useful information can be converted into guidance instead

  • We have recently increased the guidance limit from 40 to 100 entries to support this type of transition

Looking ahead

While macros are no longer used as knowledge inputs, we are planning a future enhancement that will allow AI Agent to send macros like a human agent does. This feature is currently scheduled for later this year.

In the meantime, the best way to help AI Agent respond accurately is to ensure key information is captured in help center articles or guidance entries.