Macros provide saved replies and reusable conversation actions. A macro can contain a response, actions, or both.
Create a saved reply
- Open Admin > Productivity > Macros (
/admin/conversations/macros). - Click New macro and enter a Name.
- Write the Response to be sent when macro is used.
- Leave Actions empty for a reply-only macro, or add the actions you need.
- Under Visible when, select Replying, Starting conversation, or Adding private notes as appropriate.
- Set Visibility to All agents, Team, or Agent. Select the intended team or agent when restricting access.
- Click Create.
Use an existing macro's edit page to change it. When applying a saved response in the conversation editor, review the draft before sending.
Customer quick replies
Widget quick replies are a different feature. Edit the live chat inbox under Admin > Channel > Inboxes, then open Conversations > Users. Choose Visitors or Users and enter Quick replies, one per line, up to six. Save the inbox.
These are clickable suggestions shown when a customer starts a new conversation. Agent canned replies and customer quick replies have separate settings.