Macros

A macro executes several steps that you frequently repeat during a conversation (sending a reply to a customer, adding a note, tagging, changing the status, assigning) with a single click. A predefined reply contains only text; a macro, on the other hand, performs a task. Managers define macros, and agents apply them from the reply box on the conversation screen.

• MacrosCreate and edit macros
• InboxApply the macro to a conversation
• Pre-written ResponsesUse only when text is required
• TriggersFor steps to run automatically

1. Creating a macro

The Macros screen requires administrator privileges.

1. Open the screen — Go to Settings › Macros and click "Add Macro."
2. Name it — Enter a Name (up to 120 characters) and an optional Description.
3. Add steps — Use "Add Step" to add a row; select the step type from the list on the left, and enter its value in the box on the right. A macro can have up to 15 steps, and no step can be left blank.
4. Save — Click "Save."

Macros created from the Settings screen are available to the entire team. The steps for each macro appear in order, indicated by arrows, in the list; you can modify them using the Edit and Delete options in the row.

Step 2: Types

• Send a response to the customer → The text you enter in the box is sent to the customer via the conversation’s own channel on behalf of the agent running the macro.
• Add an internal note → This adds a note to the conversation that is visible only to the team. Variables such as {{customer.name}} can be used.
• Add tags → Adds the tag with the name you enter in the box to the conversation; if the tag doesn’t exist, it is created. Each step adds a tag.
• Remove tag → Removes the tag without a confirmation prompt using the name you entered in the box.
• Change Status → Changes the status of the conversation.
• Assign to Agent → Assigns the call to an agent.
• Transfer to Group → Removes the call assignment and places it in a group’s queue.

Step order: In a macro, the "Send a response to the customer" steps are always executed first; then the other steps are executed in the order listed.

3. Using Macros in a Meeting

1. Open the conversation — From the Inbox, open the conversation where you want to apply the macro.
2. Open the menu — Click the lightning bolt icon (Apply Macro) on the bottom bar of the response box. The menu displays the name of each macro and the steps below it.
3. Apply — Select the macro. The steps run on the server, and a "Macro applied" notification appears on the screen.

• If there are no macros in the workspace, the lightning bolt icon will not appear.
• The most frequently used macros are listed at the top of the menu.
• The person running the macro must have permission to manage conversations; the macro will not work for users without this permission.
• A response sent via a macro is a standard agent response: it pauses the SLA’s first response counter.

The difference between macros, predefined responses, and triggers

Related articles

• Pre-written responses
• Automation with Triggers
• Answering a call
• SLA and Customer Satisfaction Survey