> ## Documentation Index
> Fetch the complete documentation index at: https://docs.armin.cx/llms.txt
> Use this file to discover all available pages before exploring further.

# Macros

> Create reusable replies for faster, more consistent customer support.

Macros are reusable reply templates. They help agents answer common questions faster and give AI examples of your brand voice.

## 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

<Steps>
  <Step title="Open a ticket">
    Go to the inbox and open any ticket.
  </Step>

  <Step title="Open the macro menu">
    Click **Macro** in the reply box.

    <Frame>
      <img src="https://mintcdn.com/chatarmincom/A54BHt_5VfpG_omm/images/macro_btn.png?fit=max&auto=format&n=A54BHt_5VfpG_omm&q=85&s=cb395ab42da15abe3cfae24cfefb93a8" alt="Macro button in the ticket reply box" width="575" height="100" data-path="images/macro_btn.png" />
    </Frame>
  </Step>

  <Step title="Create the macro">
    Click the plus icon, name the macro, and write the reply content.
  </Step>

  <Step title="Insert variables">
    Type `@` to add available variables, such as customer or ticket details.
  </Step>
</Steps>

## 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.

## Watch the walkthrough

[Watch the macro setup walkthrough](https://www.loom.com/share/010ec4777747491dba964a57e42d01ca?sid=f57ffd30-2c7d-414b-8885-e981ba27e0d4)