Macros

A macro runs a sequence of actions on a conversation with a single click.

Creating a macro

1. Open Settings → Macros.
2. Click to add a macro.
3. Add the actions in order:
   • Add a Label and Remove a Label;
   • Assign an Agent, Assign a Team, Remove Assigned Team;
   • Send a Message to the customer and Send Attachment;
   • Add a Private Note for your team;
   • Resolve Conversation and Mute Conversation;
   • Change Priority;
   • Send an Email Transcript;
   • Send Webhook Event.
4. Choose visibility — personal or shared with the team.
5. Save.

Running a macro

Open a conversation, find macros in the panel on the right, review the action list if you want, and run it.

Examples

Close with thanks

1. Send a Message: "Thanks for reaching out! Write to us any time."
2. Add a Label resolved.
3. Resolve Conversation.

Hand over to the warehouse

1. Add a Label warehouse.
2. Assign a Team — Warehouse.
3. Add a Private Note: "Check stock and follow up."

Ask for missing details

1. Send a Message asking for the order number.
2. Change Priority to low so the conversation does not sit at the top of the queue.

How this differs from a canned response

A canned response inserts text. A macro performs actions — and one of those actions can be sending text. If you always resolve the conversation or apply a label after replying, what you want is a macro.