A macro is a saved sequence of actions you run on a conversation with one click. Use one for work you do the same way every time, such as tagging a refund request, setting its priority and sending the standard answer.
Run a macro
- 1What it will do
- 2Run
Open a conversation and select Macros in the toolbar.
Hover the information icon beside a macro to read what it will do, step by step.
Select the play button on its row. The steps run in order. Only the play button runs a macro, and a macro can't be undone.
You see "Macro applied to 1 conversation". If a step can't be completed you see how many failed.
You can also run a macro on several tickets at once from the bulk bar, or from a ticket's right-click menu. See Bulk actions. If you have none yet, the menu offers Create a macro.
What a step can do
| Step | Effect |
|---|---|
| Assign to an agent, Assign to me, Remove the assignee | Change the owner. |
| Add a label, Remove a label | Tag or untag the conversation. |
| Change the status | Open, Pending, Snoozed or Resolved. Snoozed with no time set means until the customer replies. |
| Change the priority | Set one of your organisation's priorities. |
| Mute the conversation, Unmute the conversation | Change whether it's muted. |
| Reply to the customer | Send a message. |
| Add a private note | Post a note for your team. |
| Email the transcript | Send the conversation to an address you enter. |
| Move to a queue | Re-home the ticket. The queue's SLA policy and assignment apply. Deactivated queues aren't offered. |
An older step, Assign to a team, is retired. Macros that already use it keep working, but you can't add it to a new one, because teams no longer receive tickets. Use Move to a queue instead.
Create a macro
Open Inbox, then Settings, then the Macros tab, and select New macro.
Name it.
Under Who can use it, choose Only me or Everyone. Sharing with everyone needs the macros admin permission; without it, the choice is locked to Only me.
Under Steps, select Add a step and fill in each one. Use the arrows to Move up or Move down. At least one step is required.
Save.
The drawer shows a plain-words summary of what the macro will do. Steps you don't have permission to run are shown but disabled, with an explanation, and a macro containing one will fail when you run it.
Edit or delete
Open the Macros tab and select a macro's edit or delete button. Deleting asks you to confirm "Delete the macro …?". You can change your personal macros; changing a shared one needs the macros admin permission.
Macros, canned responses and automation rules
- A canned response only inserts text.
- A macro does several things, but only when someone runs it.
- An automation rule runs on its own when something happens.
Conversations show where a change came from. A status or label set by a macro is attributed to it in the conversation's event trail, for example "macro: Refund request".