Using macros for repetitive tasks

Macros let you execute a sequence of actions on a conversation with a single click. Unlike automation rules that run automatically, macros are triggered manually by agents when needed.

Creating a macro

Go to Settings > Macros and click 'Add Macro'. Give it a descriptive name (e.g. 'Escalate to billing team'). Add one or more actions in sequence: assign to agent, assign to team, add label, change status, change priority, send a message, or send an email. The actions will execute in the order you define them.

Running a macro

Open any conversation, click the 'Macros' button in the toolbar, and select the macro to execute. All defined actions run immediately. For example, a 'Close and tag resolved' macro might add a 'resolved' label and set the status to Resolved in one click.

Macro visibility

Macros can be set as personal (visible only to you) or shared (available to all agents). Create personal macros for your own workflow shortcuts and shared macros for team-wide processes like escalation paths or standard handoff procedures.

Example macros

Escalation: Assign to the 'Senior Support' team, change priority to Urgent, add 'escalated' label. Handoff to sales: Send a template message to the customer, assign to the Sales team, add 'sales-lead' label. Quick resolve: Send a satisfaction survey, set status to Resolved.