Macros (also called canned responses or templates) are pre-written replies that help agents respond quickly and consistently to common questions. Macro use cases: - Greeting messages - Common questions - Status updates - Refund processes - Shipping inquiries - Technical troubleshooting Macro best practices: - Personalization tokens (customer name, order #) - Multiple language versions - Regular review and updates - Organized by category - Easy search/access - Allow customization Benefits: - Faster response times - Consistent messaging - Reduced agent training time - Higher quality responses - Scalable support Dynamic elements: - {{customer_name}} - {{order_number}} - {{product_name}} - {{agent_name}} - {{tracking_link}}