Macros

A macro is a saved set of steps you run on a conversation in one click. For example, when a customer asks about a late order, an agent sends the usual reply, adds a "shipping-delay" label and assigns the conversation to the shipping team. Instead of four steps, one click.

Create a macro

1. Open Settings, then Macros.
2. Select Add a new macro.
3. Enter the Macro name (1), something your team will recognise, such as "Shipping delay".
4. Under Macro Visibility (2), choose:
   • Public: available to every agent in the workspace. Only an Administrator can create or edit it.
   • Private: for you only.
5. Between Start Flow and End Flow, choose the first action and its value, then select Add new action (3) for each next step.
6. Select Save macro (4).

The steps run in the order you added them; drag a step by the handle beside it to reorder.

Available actions

• Send a Message and Send Attachment to the customer.
• Add a Private Note for your team.
• Add a Label and Remove a Label.
• Assign an Agent and Assign a Team, Remove Assigned Agent and Remove Assigned Team.
• Change Priority.
• Snooze Conversation, Resolve Conversation and Mute Conversation.
• Send an Email Transcript.

Run a macro on a conversation

1. Open the conversation, then open the details panel beside the messages.
2. Open the Macros section (1).
3. To see its steps before running it, select the Preview Macro button (the info mark).
4. Select the Execute button (2), the play mark, next to the macro. You see "Macro executed successfully".

Note: if a macro includes Resolve Conversation and required attributes are still empty, the other steps run and the conversation stays open. See Conversation workflow.

Macros and their neighbours

• A canned reply is text only, which you insert and can edit before sending.
• A macro is run by an agent, when they decide.
• An automation rule runs by itself when something happens, such as a new conversation arriving, with nobody clicking.

Edit or delete a macro

In Settings, then Macros, use the Edit macro or Delete macro button next to the macro.