ConversaLabs Help Center
en
Language
pt_BR Portuguese (Brazil) en English es Spanish

Macros: automating sequences of actions in a conversation

Open in
View as Markdown Open in ChatGPT Open in Claude
Conversa Labs

Conversa Labs

Last updated on Jun 27, 2026

Overview

A macro is a predefined sequence of actions you run on a conversation with one click. Instead of assigning, labeling, replying and changing the status by hand, you bundle it all into a macro and run it when you need. It's the simplest way to standardize repetitive support tasks.

Prerequisites

  • Administrator permission to create/edit macros (creation lives in the account settings).
  • Any agent can run the available macros inside a conversation.

Step by step

  1. In Administration & Settings, open the Macros area.
  2. Create a macro, give it a clear name and set the visibility (global or personal).
  3. Add the actions in order — for example: assign to a team, apply a label, send a message, change the status to resolved.
  4. Save the macro.
  5. In a conversation, open the macros menu and run the one you want. The actions are applied in order.
  6. Review the result before moving on to the next conversation.

Settings & options

  • Action order: actions run top to bottom — arrange them to match the flow you want.
  • Action types: assignment (agent/team), labels, priority, status, sending a message/attachment and other integrations available in the account.
  • Visibility: global macros (for everyone) or personal ones (just for you).
  • Messages with variables: use variables (e.g., the contact's name) in the text when supported.

Use cases

  • Standard closing: reply with a thank-you message, apply the label and resolve.
  • Triage: assign to the right team and set the priority based on the topic.
  • Hand-off: change the status to pending and leave a standardized internal note.

Tips, limits & best practices

  • Name macros by the outcome ("Close case", "Forward to Billing") so they're easy to find.
  • Review the message text before trusting auto-send — avoid out-of-context replies.
  • Keep a few well-designed macros rather than many similar ones.

Troubleshooting

  • I don't see the macros menu: there may be no macros created — ask an administrator.
  • The macro didn't apply everything: review the order and action types; an action may depend on a field that doesn't exist on the conversation.

See also