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Use macros for faster, consistent replies

Macros are reusable actions that help agents handle common conversation patterns quickly and consistently.

Where to find it​

Open the Macros page from Settings, or use the direct link.

Open directly: Open Macros

When to use macros​

Use macros when your team repeatedly performs the same sequence, such as:

  • Asking for missing account details
  • Sending verification or next-step instructions
  • Escalating to a specialist workflow
  • Applying labels and setting priority in one action

Create a macro​

  1. Open the Macros page.
  2. Select Add a new macro.
  3. Name the macro clearly by intent.
  4. Add the actions the macro should run.
  5. Save and test on a non-critical conversation.

Macro design guidelines​

  • Keep each macro focused on one clear outcome.
  • Prefer short, explicit text over long generic responses.
  • Avoid overlapping macros that do nearly the same thing.
  • Review usage monthly and retire low-value macros.

Tips for safe rollout​

  • Start with high-volume use cases first.
  • Keep one owner for macro quality and naming.
  • Validate macro behavior after UI or workflow changes.

Macro list and create flow