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⚡ Macros

Execute sets of predefined actions with a single click.

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📋 What are Macros?

Macros are shortcuts to execute multiple actions at once: Difference from Automations:
  • 🤖 Automations: Execute automatically
  • ⚡ Macros: Agent executes manually (1 click)
Example: 
Macro: "Resolve and Close"

Actions:
├─ Send message: "Problem solved! Anything else?"
├─ Label: #resolved
├─ Status: Resolved
├─ Send CSAT survey
└─ Assign: Nobody

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✨ Why Use Macros?

Productivity

1 click = 5+ actions

Standardization

Everyone does the same

Speed

Save precious seconds

Fewer Errors

Don’t forget steps

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🆕 Create Macro

  1. “Settings” → “Macros”
  2. “New Macro”
  3. Configure:
Name: Transfer to Technical Visibility:
  • 🌍 Global: All agents see
  • 👤 Personal: Only you see
  • 👥 By Team: Specific team only
Actions: 
1. Add label: #technical-support
2. Assign to: Technical Team
3. Send message:
   "Transferring to technical specialist. 
    Wait a moment!"
4. Status: Pending
  1. Save

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🎯 Macro Examples

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1. Resolve and Request Feedback

Name: "✅ Resolve + CSAT"

Actions:
├─ Send: "Did I help? Anything else?"
├─ Wait response: 2 minutes
├─ IF customer responds "no": Keep open
├─ IF customer responds "yes" OR no response:
│  ├─ Status: Resolved
│  ├─ Label: #resolved
│  └─ Send CSAT survey
Use when: Problem is solved 

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### 2. Escalate to Manager
Name: ”🚨 Escalate Urgent” Actions: ├─ Priority: Urgent ├─ Label: #escalated ├─ Assign: Manager ├─ Internal note: “Customer requested manager - immediate attention” ├─ Notify: [email protected] └─ Send: “I understand your concern. Our manager is aware and will contact you shortly.” 

Use when: Unhappy customer/critical situation

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🖱️ Use Macro

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Inside Conversation

  1. Open conversation
  2. Click “Macros” (lightning icon ⚡)
  3. Choose macro from list
  4. Execute
Keyboard shortcut: 
Ctrl/Cmd + M → Opens macro menu
Type name → Enter to execute

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💡 Best Practices

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Creation

✅ Clear name: “Resolve + CSAT” not “Macro 1”
✅ Emoji helps: Visual identification
✅ Test before: Make sure it works
✅ Document: When to use each macro

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Usage

✅ Train team: Everyone knows they exist
✅ Review regularly: Macros still relevant?
✅ Personalize when needed: Macro is base, adjust per case

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🚀 Next Steps

Canned Responses

Predefined messages

Automations

Execute actions automatically