Reply in one click with macros

A macro is a saved reply that fills itself in from the conversation it is used in, and can carry an action so that replying and closing happen together. It is what stops your team retyping the same answer, and it is worth building even in a workspace where your AI handles most of the volume, because the conversations that reach a person are the repetitive ones your agent could not finish.

There is one library for the whole workspace, so a macro someone writes is a macro everyone has.

Two ways to make one

In Settings > Macros, add a macro, name it, write the reply.

Or from a conversation you just answered well. Write the reply, apply whatever action you want, then choose Save as macro. It pre-fills from what you typed, including the action, which means your best macros come from work you were doing anyway rather than from a session of imagining them.

A macro can be a reply, an action, or both.

It is not static text

Drop in the customer's name, their order number, the tracking link, and it resolves per conversation when you apply it.

It also arrives in the customer's language. A macro you wrote in Spanish goes out in French to a French customer, by default, which is why one macro covers a market rather than one language.

You see the finished version before you send, which is the moment to check it. If a value could not be found you get a neutral fallback rather than a raw placeholder, and tracking fields only have something to show once the order is actually fulfilled, so a macro sent before fulfilment will be missing what it cannot know yet.

Actions fire when you send

A macro can carry ticket actions: close or reopen, snooze, add or remove tags, assign, set priority, forward to an email address.

The composer tells you which will fire under Actions performed on send, and the send button changes to match, so it reads Send & Close rather than leaving you to wonder. That is also why an action cannot run twice by accident.

Macros never carry order-changing actions like cancelling or refunding. Those live in your agent's tools, where each one has its own verification.

Which replies deserve a macro

Not the ones you send most. The ones you send most and rewrite every time.

If you send the same three sentences daily and never change them, that answer belongs in your agent's knowledge instead, where it will be sent without anyone opening the conversation. Teaching your agent removes the work; a macro only makes the work faster.

So the good candidates are replies that need a human judgment plus a standard body: the apology that comes with a decision, the refund confirmation, the escalation to a supplier. The judgment is yours, the typing is not.

Who can manage them

• Agents can use any macro but not create or change them.
• Managers can create, edit and archive, and delete their own and their peers', but not one an Owner or Admin created.
• Owners and Admins can do all of it.

Archiving is reversible and delete is not, so archive when you think a macro is finished and delete when you are sure.

Each macro shows a usage count that only rises when it is actually sent, which after a month is the most honest list you will get of what your team really needs.