Overview
A macro is a sequence of predefined actions an agent triggers manually inside a conversation. While an automation rule acts on its own when an event happens, a macro is triggered by a person, at the right moment, with a single click.
Macros are ideal for standardized procedures: closing a conversation with a goodbye message, escalating to another team, applying labels, and replying with a standard text — all at once, with no mistakes and no repetition.
Prerequisites
- Admin permission to create and edit macros under Settings.
- At least one conversation where the agent will run the macro.
- For actions that involve other modules (CRM, Tasks, Catalog), the matching module must be active.
Step by step
If the account has no macros yet, the empty state explains the next step and provides the create button directly in the card.
- Under Settings, open the Macros area and create a new macro.
- Give it a clear name (it's what the agent will see on the conversation).
- Add the actions in the order they should run — for example:
- Assign to a team;
- Add a label;
- Send a message to the contact;
- Resolve the conversation.
- Save the macro.
- To run it: open a conversation, find the macros area, and click the macro you want. The actions are applied in the defined sequence.
Settings & options
- Visibility: decide whether the macro is available to the whole account or only to its creator, per the form options.
- Action order: actions run top to bottom — reorder them to match the procedure.
- Action types: assign agent/team, add/remove label, send message, add a private note, reopen conversation, mark as pending, resolve conversation, send attachment, send an email to the team, add SLA (requires the SLA module), and actions from active modules (CRM, Tasks, Catalog).
- Contact actions: add contact label (
add_contact_label), remove contact label (remove_contact_label), add contact note (add_contact_note), set contact attribute (set_contact_custom_attribute), create contact (create_contact), and create conversation (create_conversation) — the same actions available in Automations and the Flow Builder. - Actions with no parameters: actions such as cancel, pause, resume and skip step for follow-ups, send charge, cancel subscription and send product card save without requiring parameters — they resolve the context from the conversation the macro runs on.
- Editing: you can edit the sequence at any time; the change applies to future runs.
Use cases
- Standard close: send the goodbye message, label as "resolved", and resolve.
- Escalation: assign to the advanced support team and add an internal note with context.
- Qualification: label as "hot lead" and create/update the deal in the CRM.
- First response: send the welcome message and assign to the channel owner.
Tips, limits & best practices
- Build macros for your team's 5–10 most common procedures — that's where they save the most time.
- Use names that describe the outcome ("Close conversation", "Escalate to L2"), not the steps.
- Review macros periodically: labels and teams change, and orphaned actions can fail.
- Macro vs. rule: if the action should happen on its own when an event occurs, use an automation rule; if it should be decided by the agent, use a macro.
Troubleshooting
- I don't see the macro on the conversation: confirm it's saved and visible to your user.
- A macro action didn't run: verify the referenced agent, team, or label still exists and that the action's module is active.
- The order came out wrong: reopen the macro and reorder the actions; they run top to bottom.