Hello,

Your Product team has recently confirmed a limitation when running macros:

"Whether we use the API to open the form and create/link record in both the backend and UI, it relies on the liveworkitemId and ocContext, which are based on the currently focused session.”

This means an agent can run a macro (e.g., contact creation), and while switching sessions to take care of another customer (e.g., second chat), the newly created record will link to the second, incorrect chat.

Request: Have the macro focus on/reference the original/source work item, to facilitate a faster workflow for smaller/busy contact centers, and ensure correct data and record associations. Thank you.