What macros do
A macro is a saved sequence of actions — assign a label, send a message, change status — that runs on a conversation in one click. Use them for workflows you repeat often.
A macro can send a message. The Send a message and Add a private note actions accept the same variables as canned responses, for example {{contact.first_name}} or {{order.name}}. The one exception is {{contact.phone}}, which is not available in macros. Canned responses are different: they are text you insert into a reply and send yourself.
Creating a macro
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Go to Settings → Macros
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Click Add a new macro
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Add action steps in order (e.g., assign an agent → add a label → add a private note)
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Add the macro's name and choose its visibility. A Public macro is available to all agents. A Private macro is available only to the person who created it. Managers and administrators can choose either. A macro created by an agent is private.
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Click Save
Running a macro
Open a conversation, find the macro option in the right side actions menu. You can click on Preview to see the macro's actions and Execute to activate it. All actions activate in sequence.
