Macros Overview

Speed up your workflow with reusable response templates and automated actions.

What Are Macros?

Macros are pre-built templates that insert text and perform actions with one click. Instead of typing the same responses repeatedly, create a macro once and apply it instantly.

Example

Without macros:

1. Type greeting
2. Type response about refund policy
3. Type closing
4. Change status to Pending
5. Add "refund" tag

With macros:

1. Press M, type "refund", Enter
2. Done!

Key Benefits

Save Time

Reduce response time from minutes to seconds for common inquiries.

Ensure Consistency

Every customer gets the same accurate, on-brand response.

Reduce Errors

No more typos or forgotten steps—macros handle it all.

Train Faster

New agents can handle tickets immediately using approved macros.

Macro Components

Text Content

The response text that gets inserted into the reply box. Can include:

• Plain text
• Rich formatting
• Dynamic variables (like {{customer.first_name}})

Actions

Optional automated tasks:

• Set ticket status
• Change priority
• Assign to agent/team
• Add or remove tags

Variables

Dynamic placeholders that personalize each response:

Hi {{customer.first_name}}, your ticket #{{ticket.id}} is being processed.

Types of Macros

Personal Macros

• Created by you, visible only to you
• Good for your personal shortcuts
• Quick phrases and signatures

Organization Macros

• Shared with entire team
• Maintained by admins
• Ensures company-wide consistency

Common Use Cases

Greetings & Closings

Hi {{customer.first_name}},

Thanks for reaching out!

FAQ Responses

Pre-written answers to frequently asked questions about:

• Shipping policies
• Return procedures
• Pricing questions
• Technical support

Status Updates

Quick update on your request—we're still working on it
and will have an answer for you within 24 hours.

[Set status: Pending]

Handoffs

I'm transferring you to our billing team who can
better assist with this question.

[Assign to: billing-team]
[Add tag: billing]

Getting Started

1. Identify Common Responses

Look at your last 50 tickets. What responses do you type repeatedly?

2. Create Your First Macro

Start with your most common response:

1. Go to Settings → Macros
2. Click + New Macro
3. Paste your common response
4. Add variables for personalization
5. Save

3. Use It

Next time that situation arises:

1. Press M
2. Search for your macro
3. Apply and send

Quick Reference

Related Topics

• Creating Macros
• Using Macros
• Variables Reference

Back to Knowledge Base | Creating Macros →