Canned Responses & Macros

Both Canned Responses and Macros help your team reply faster and maintain consistent messaging quality.

Canned Responses

Pre-written message templates agents insert into any conversation with a single keystroke.

When to use Canned Responses

• Frequently asked questions ("What are your opening hours?")
• Standard greetings and closings
• Common troubleshooting steps

Creating a Canned Response

Note: Only Administrators can create canned responses.

1. Go to Settings → Canned Responses
2. Click Add canned response
3. Enter a Short Code — the keyword agents type to find it (e.g. hours)
4. Enter the full Message Content
5. Click Save

Using a Canned Response in a Conversation

1. In the reply box, type / followed by the short code (e.g. /hours)
2. Matching responses appear in a dropdown
3. Click to insert — edit if needed, then send

Macros

Macros execute a series of actions all at once with a single click — they go further than canned responses.

What a single Macro can do

• Send a pre-written message to the customer
• Apply or remove a label
• Assign to a specific agent or team
• Change the conversation status
• Add a private internal note

When to use Macros

• "Resolve + Thank You" — Send a closing message and mark as resolved in one click
• "Escalate" — Add an escalation label, reassign, and leave an internal note simultaneously
• "Out of Hours" — Send an away message and snooze the conversation

Creating a Macro

Note: Only Administrators and Supervisors can create macros.

1. Go to Settings → Macros
2. Click Add a new macro
3. Give the macro a name
4. Add each action step in order
5. Set visibility (public = all agents can use it)
6. Click Save

Running a Macro in a Conversation

1. Inside any open conversation, click the Macro button in the toolbar
2. Find the macro by name
3. Click Run — all actions execute instantly