Macros
Support Macros
Support
Pre-written response templates that agents can use to quickly reply to common customer inquiries.
What is Macros?
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}}
Why Macros Matters
Macros can reduce response time by 50%+ while maintaining quality.
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