Macros
| Item | Details |
|—|—|
| Who it is for | Administrators configure global macros; agents can create personal macros and run them |
| Menu location | Settings → Macros; also runnable from the conversation right panel |
| Plan dependency | Count uses macros |
A macro is a set of actions an agent triggers manually — for example: label refund + assign finance team + send an explanation + mark Pending.
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1. Create
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Settings → Macros → Add.
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Name it with a verb, for example “Start refund flow”.
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Visibility: Personal or Global (everyone).
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Add actions in order (similar to automation: labels, assign, message, status, etc.).
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Save.
When quota is full you cannot create more. Delete unused personal macros.
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2. Run
In the conversation right panel Macros, click run. Actions apply immediately to this conversation. Check the thread first so you do not run a VIP-complaint macro on a routine enquiry.
There is no “run automatically on conditions” — that is Automation.
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3. Versus canned responses
| | Macro | Canned response |
|—|—|—|
| Main effect | Changes the conversation (assign, labels, status) + optional message | Only inserts text |
| Trigger | Click the macro | Type /shortcode |
They often work together: canned responses cover “what to say”; macros cover “how the ticket flows”.
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4. Frequently asked questions
Colleague cannot see my macro? It is personal. Make it global or ask an administrator to copy it.
It failed halfway? Later actions may skip due to permissions or channel limits. Check the conversation activity log.
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