What is a macro?
A macro is a saved reply you can drop into any conversation in one click. Instead of retyping the same answer, you build it once and reuse it. A macro can also run actions when you apply it, like setting status, adding tags, or leaving an internal note. Use them for your most common replies: order status, return policy, shipping delays, and discount requests.
Creating a macro
Open Support, then Settings, then Macros.
Click New macro.
Give it a Name your team will recognize (for example, "Return policy").
Write the Message the customer will see. You can format text and add attachments.
Add automations if you want (see below), then Save.
Personalize with variables: insert variables like the current date or the customer's first, last, or full name. Redo fills in the real details when the macro is applied.
To use a macro, open a conversation, open the macro menu (
) in the reply box, pick it, then review and send.
Automations (make a macro do more)
When you apply a macro it can also:
Set status: Open, In progress, Snoozed, or Closed.
Snooze: return in one hour, same day, one day, two days, Saturday, or Monday.
Add tags to the conversation.
Change the email subject line.
Add an internal note (private) and optionally mention a teammate.
Forward the conversation to an outside email address.
Tips
Keep names short and specific so teammates find them fast.
Build a macro for anything you type more than a few times a week.
Pair a reply with Set status: Closed to answer and close in one step.