Use macros

A macro saves a reply you send often, and optionally a set of actions, so you can apply both in one click from the composer. This article covers creating, inserting, and scoping macros.

Create and edit macros in Settings > Support > Macros.

Create a macro

1. Go to Settings > Support > Macros and click New macro.
2. Give it a Name (for example "Password reset") and a Body.

3. Personalize the body with variables. Click a variable under the body to insert it:

   • {firstName}
   • {lastName}
   • {email}
   • {conversationTitle}

4. Optionally add Actions that run when the macro is used:

   • Assign to agent
   • Assign to team
   • Add tag
   • Set priority
   • Set attribute
   • Snooze (until tomorrow, until next week, or until they reply)
   • Close conversation
5. Pick a Scope and save.

Tip: Bundle the follow-up with the reply. A macro that both answers and sets priority saves a second trip to the properties panel every time you use it.

Insert a macro

In the conversation composer, click the macro icon to open a searchable list, then pick one. The macro's text drops into the composer and any bundled actions run immediately, with a toast confirming what happened. Inserting a macro does not send the reply, so review it before you send.

Scope

Each macro is scoped to Support, Feedback, or Both. Support macros show up in the conversation composer. Feedback macros show up when you reply to feedback posts. Use Both for a reply you send in both places.

Related articles

• Handle conversations
• Work the support inbox
• Set SLA policies
• Write responses users love