Using Macros

Overview

Macros are saved sequences of actions that agents can execute with one click.

Creating a Macro

1. Go to Settings → Macros
2. Click Add a new macro
3. Add actions in sequence:
   • Add/remove labels
   • Assign to agent/team
   • Send message
   • Change status
   • Send email transcript
4. Set visibility (Personal/Team)
5. Save macro

Executing Macros

1. Open a conversation
2. Click the macro icon (+ sign) in sidebar
3. Preview macro actions (info icon)
4. Click play button to execute

Example Macros

Close and Thank

1. Send canned response: "thanks"
2. Add label: "resolved"
3. Change status: "resolved"

Escalate to Manager

1. Add label: "escalated"
2. Assign to: Manager
3. Send internal note: "Needs attention"

Tips

• Order actions logically
• Test before sharing
• Use for repetitive workflows