Use macros

Stop retyping the same reply to the same question. A macro saves a message, and optionally a set of actions, so you can apply both in one click from the composer.

Create and edit macros at Admin → Settings → Macros.

Create a macro

Give the macro a body, using variables like the customer's first name where you'd normally personalize a reply by hand. You can also bundle actions to run alongside the message: assign to a teammate or team, add a tag, set priority, snooze, or close the conversation.

Tip:
Bundle the status change with the reply. A "Investigating" macro that both replies and sets priority saves a second trip through 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 the one you want. The macro's text drops into the composer, and any bundled actions run immediately, with a toast confirming what happened. Review before sending, since inserting a macro doesn't send the reply for you.

Scope

Each macro is scoped to Support, Feedback, or Both. Support macros show up in the conversation composer; feedback macros show up when replying to feedback posts. Set a macro to Both if you use the same reply in both places.

Next steps

• Handle conversations: where macros are inserted
• Work the support inbox: bulk actions for changes that go beyond one reply
• Set SLA policies: response targets a fast macro reply helps you hit