Macros allow agents to define a set of predefined actions that can be applied with a single click. A macro can include a message, ticket actions, ticket forms, flows, or a combination of these components. They are available across all channels and can be used during customer conversations or while composing a new email. This helps agents respond to customers faster while ensuring consistent ticket handling.
Macros are an enhancement of the Quick Replies feature. While Quick Replies supported only predefined messages, Macros extend this capability by allowing ticket updates, form population, and flow execution alongside message content.
Macro Components
Starting Point: Define the channels in which the macro is available and configure how it is applied. Enabling Review Before Applying Macro allows agents to copy the macro content to the editor, make modifications if required, and then send the response.
Message Block: Add a predefined response that agents can insert into a conversation. Message blocks support attachments and variables, allowing customer and ticket information to be populated dynamically.
Ticket Actions: Automatically update ticket properties when the macro is applied, - Ticket Label, Customer tags, Ticket status, Ticket priority, Ticket assignment, Ticket snooze.
Ticket Forms: Add a ticket form to the macro and preconfigure its fields as needed. Fields can be left empty, populated with fixed values, or configured using variables that are automatically replaced when the macro is applied.
Flows: Trigger predefined flows to automate additional actions and processes.
Creating a Macro
Navigate to Settings > Quick Replies.
Click New Quick Reply
Enter a Name and Description for the macro.
Select the Channels for which the macro should be available.
Configure Visibility to determine who can use the macro:
All Agents and teams
Specific Agents / Teams
Enable Review before applying macro at Starting point to copy the macro to editor before sending
Build the macro by configuring the required components.
Click Save.
Triggering a Macro
Navigate to the Helpdesk Dashboard and open a ticket. Start composing a New Email
Open the macro picker using any of the following methods:
Click Quick Reply in the editor.
Press Shift + Q.
Type ’ / ’ in the editor.
Search for and select the required macro.
A preview of the macro is displayed, including its configured components.
Review the macro and choose one of the following:
Copy to Editor to insert the message into the editor and make changes before sending.
Send to apply the macro immediately.
When a macro is triggered from an existing ticket, all configured macro actions are executed on that ticket. If a macro is triggered while composing a new email, a new email ticket is created first, after which the configured macro actions are executed.
Common Use Cases of Macros
Customer Acknowledgement – Send a standard acknowledgement message to confirm that a customer inquiry has been received.
Information Collection – Request additional details from customers and update the ticket for further follow-up.
FAQ Responses – Provide consistent responses to commonly asked questions using predefined messages.
Ticket Management – Update ticket properties such as status, priority, labels, and assignment through a single action.
Ticket Escalation – Route tickets to the appropriate team while informing the customer of the escalation.
Outbound Email Creation – Compose predefined emails for existing or new customers while automatically creating a new email ticket.
Customer Follow-Up – Re-engage customers who have not responded and maintain ticket progress.
Limitations & Supported Behaviour
For bot tickets, only macros that contain message blocks are available.
A macro can contain only one message block. Multiple message blocks are not supported.
A macro can contain multiple action blocks and multiple ticket form blocks.
If a macro contains variables whose values cannot be resolved at the time of execution, the macro will fail to execute.
If a macro contains a ticket form with unfilled mandatory fields and includes dependent actions such as Close Ticket or Journey Flow execution, the macro will fail to execute.
FAQs
Are macros available across all channels?
Yes, macros are available for all channels. They can be configured while creating the macro
What happens if a macro contains unresolved variables?
The macro will fail to execute if any required variable values cannot be resolved.
Can I edit the message before sending it?
Yes. You can use Copy to Editor to insert the message into the composer and make changes before sending.
Can I add attachments to a macro message?
Yes. Attachments can be added to the message block while configuring a macro.
Can a macro contain only a message?
Yes. A macro can contain only a message block or any combination of supported components.
For further assistance or to raise feature requests related to Macros, please contact [email protected].