In the world of customer experience, flexibility and control are everything. That’s where the Preferences Module in Antlere Interact comes in, designed to give administrators the power to fine-tune the platform for every agent, ticket, and channel. 

Let’s walk through this module; 

1. Channel Assignment:
   The Right Agent on the Right Channel

This tab is your routing control center. Think of it like assigning gatekeepers to specific communication doors. 

• You can assign users to specific channels such as Facebook, WhatsApp, Webchat, Instagram, and more. 

• Use the Permissions dropdown to control what kind of access (e.g., Read Only, Respond, Manage) each user has on the assigned channel. 

• The Assigned Channels column shows which platforms each agent can handle—giving you a bird’s eye view of channel ownership. 

• The Actions menu (three dots) gives you additional options like editing assignments or removing access. 

Why it matters: Ensures agents are only handling the platforms they’re trained for, streamlining support across social and digital touchpoints. 

2. Macros

Empower your team with a rich repository of pre-configured macros and the flexibility to craft new ones as needed. With comprehensive built-in macros and customizable options, Interact simplifies repetitive tasks and ensures consistency in responses, saving time and bolstering efficiency in customer interactions. 

The Macros feature enables automation by setting up predefined responses and actions for commonly occurring situations. Macros can be used to: 

• Send pre-written responses for frequently asked questions. 

• Automatically assign tickets to the correct department. 

• Apply status changes or tags with a single click. 

By leveraging macros, support teams can save time, improve consistency, and enhance productivity. 

Macros are predefined responses, or action sets that agents can use to reply faster. 

In this tab, admins can: 

• Create predefined responses for common queries. 

• Attach multiple actions like tagging a ticket, changing its status, or forwarding it along with the reply. 

• Assign macros to specific departments, roles, or ticket types for context-aware usage. 

Why it matters: Saves time, ensures consistency, and improves response speed—especially handy for FAQs or procedural replies. 

3. Ticket Tags

This tab is all about organization 

Admins can: 

• Create tags like “Refund Request,” “Technical Issue,” “Lead,” etc. 

• Allow agents to apply these tags to tickets for easy searching, filtering, and reporting. 

• Control visibility or permissions of specific tags if needed. 

Why it matters: Helps in ticket categorization, trend analysis, and generating actionable insights. 

4. Statuses

Every ticket moves through stages, and this tab lets you define them. 

You can: 

• Create custom ticket statuses like “In Progress,” “Pending Customer,” “Escalated,” “Resolved” etc. 

• Set default statuses for new, closed, or reopened tickets. 

• Link specific actions or automation to each status if desired. 

Why it matters: Gives better visibility into ticket lifecycle and sets clear expectations for follow-up and resolution. 

5. Types

Ticket Types help classify the nature of incoming queries. 

Use this tab to: 

• Define types such as Complaint, Query, Feedback, Bug Report, Feature Request and more. 

• Enable agents to select the right type while resolving or tagging a ticket. 

• Generate type-based performance reports and analytics. 

Why it matters: Allows you to segment and prioritize based on intent—e.g., complaints may need faster resolution than general inquiries. 

6. Priorities

Not all tickets are equal, and this is where you decide how urgent each one is. 

This tab lets you: 

• Define priorities like Low, Medium, High, Critical. 

• Attach SLA rules to each level. 

• Allow agents or system automations to set priority based on keywords, type, or customer profile. 

• Users can also sort priorities based on date or high/low priority levels. 

Why it matters: Helps support teams respond based on urgency and importance, avoiding escalation delays. 

In Summary 

The Preferences Module is your toolkit for personalizing Antlere Interact, making it faster for agents, clearer for admins, and smarter for reporting.