Macros

A macro is a set of sequential saved actions, like labeling a conversation, sending an email transcript, sending an attachment, etc., which you can define from your dashboard.

Why Use Macros?

As a support agent, you will find that you need to repeat the same set of actions often. Here is an example: Whenever you receive a demo request, you assign the Sales team, send a standard message on how to book a slot, add the Sales label, and snooze the conversation.

Or, whenever you receive spam, you send the same message about how they've come to the wrong place, assign the Spam label, and close the conversation.

Doing all these actions one-by-one, and multiple times a day can be painful and time-consuming. Instead, you can run a macro.

How to Create a Macro

Go to Settings → Macros

Navigate to Settings → Macros → "Add a new macro".

Settings → Macros → Add a new macro

Configure Macro Actions

You'll see a macro setup screen. Here, you can create a flow of the actions that must be performed when this macro is executed.

Tip: You can also name your macro for internal reference in the right sidebar.

Select Actions

Start selecting an action from the dropdown. The currently available actions are shown below. Select an action and set it up accordingly.

Available Actions:

• Assign conversation to agent/team
• Add label to conversation
• Send message with predefined text
• Snooze conversation for later
• Close conversation
• Change priority of conversation
• Send email transcript
• Add note to conversation

Set Visibility

Set the visibility for your macro. If you're creating it for your personal use, set "Private". If you want your team to be able to use it, set the visibility to "Public".

Save Macro

Click the "Save macro" button on the bottom-right of the setup page. Your macro is now ready to use!

How to Execute a Macro

Locate Macros Section

Locate the "Macros" section in the right sidebar of your chat window. Click the plus sign to expand it.

Browse Available Macros

This will show you the list of the macros created for your account—both private to you and public.

Preview Macro (Optional)

Preview the macro if you're unsure of the actions it would perform. To preview, click the "i" icon. It would pop up a preview of the actions set in the specific macro.

Execute Macro

Execute the macro by clicking the play button. This would automatically perform all the actions in the defined sequence in a split second.

How to Edit or Delete a Macro

To edit or delete macros, open the list of macros by visiting Settings → Macros. Find the specific macro and use the corresponding edit or delete button.

Edit

Delete

Available Macro Actions

Assign Conversation

Assign conversation to an agent or team

Add Label

Add label to conversation for categorization

Send Message

Send message with predefined text

Snooze Conversation

Snooze conversation for later follow-up

Close Conversation

Close conversation when resolved

Change Priority

Change priority of conversation

Send Email Transcript

Send email transcript of conversation

Add Note

Add note to conversation for internal reference

How to Use Macros