When to use macros
Use macros for replies that repeat often but still need a quick human review, such as:- return instructions
- delivery status explanations
- warranty request next steps
- discount or voucher responses
- escalation handover messages
Create a macro
1
Open a ticket
Go to the inbox and open any ticket.
2
Open the macro menu
Click Macro in the reply box.
3
Create the macro
Click the plus icon, name the macro, and write the reply content.
4
Insert variables
Type
@ to add available variables, such as customer or ticket details.Best practices
- Keep the macro specific enough that agents know when to use it.
- Avoid promises that may not apply to every customer.
- Use variables for names, ticket details, and order context.
- Review macros regularly so they stay aligned with policies.