Save replies as macros

A macro is a saved reply. Type its shortcut, such as /greeting, in the reply box and the full text appears, with the customer’s name filled in.

Before you start

Every planNeeds: Macros: Write

• Personal macros are yours only. Shared macros are for the whole team, and you need permission to manage shared macros to create them.

Create a macro

1. Go to Settings›Communication›Macros.

2. Choose the Personal or Shared tab, then click Add Personal Macro or Add Shared Macro.

3. Fill in:

   • Shortcut: must start with /, for example /thanks.
   • Title: a short name.
   • Content: the text of the reply. Use the variable picker to add details that change per conversation, such as the customer’s first name or your name.
   • Category (optional): helps you group macros.

4. Click Create.

   You should see the macro in the list, marked Active.

Use a macro in a reply

1. In the reply box, type /, or click Canned responses.
2. Keep typing to narrow the list, then pick a macro with the arrow keys and Enter, or click it.

The variables are filled in for the conversation you’re in. Macros work in replies, not in notes.

To change or remove a macro, use the actions on its row on the Macros page.