## 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

- [Automation rules: triggers, conditions, and actions](/hc/ajuda/articles/automation-flows-regras-de-automacao-en)
- [Automation & Flows overview](/hc/ajuda/articles/automation-flows-overview-en)
- [Flow Builder: visual conversational flows](/hc/ajuda/articles/automation-flows-flow-builder-en)