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Macros: reusable actions in one click

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Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

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

  1. Under Settings, open the Macros area and create a new macro.
  2. Give it a clear name (it's what the agent will see on the conversation).
  3. Add the actions in the order they should run — for example:
    1. Assign to a team;
    2. Add a label;
    3. Send a message to the contact;
    4. Resolve the conversation.
  4. Save the macro.
  5. 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, resolve conversation, send attachment, and actions from active modules (CRM, Tasks, Catalog).
  • 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.

See also