Create macros to speed up repetitive support work

Macros turn a multi-step routine into one click. Where an automation rule runs by itself on a trigger, a macro runs when an agent chooses it — perfect for repeatable handling that still needs a human to decide. Build the sequence once and every agent applies it the same way.

Create a macro

1. Open Settings → Macros and click Create a macro.
2. Give it a clear name your team will recognize, such as Refund started.
3. Add actions in order. Each runs top to bottom when the macro is used.
4. Set visibility — available to the whole account or just your team.
5. Click Save.

Actions a macro can run

• Send a reply message to the customer, or add a private note.
• Add or remove labels.
• Assign to an agent or a team.
• Set priority and change conversation status (snooze or resolve).
• Send an email to the team or trigger a webhook.

Run a macro

Open any conversation, find the Macros panel in the conversation sidebar, pick the macro, and click Run. Every action fires in sequence. You still see the result, so you can review the reply before it sends when your macro is set to preview.

Example macros

Refund started

Send the "we've started your refund" reply, add label Refund, set priority to High, and assign to the Finance team — one click.

Close as spam

Add label Spam, mute the conversation, and resolve it. Great for clearing noise fast without typing anything.

Handoff to sales

Add a private note "qualified lead", label Sales, and assign to the Sales team so the right person picks it up.

Tip: Name macros by the outcome ("Refund started"), not the steps. Agents scan for what they want to do, not how it works under the hood.

Keep macros tidy

Review your list every few weeks and retire ones nobody uses. If a macro always runs on the same trigger with no human judgment needed, convert it into an automation rule so it happens automatically. To make sure conversations reach the right agent before a macro is even needed, see auto-assign and routing. Explore prebuilt macros in the demo workspace.