## 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

- [Canned responses with shortcuts](/hc/ajuda/articles/conversations-respostas-rapidas-en)
- [Assignment, status, priority and labels](/hc/ajuda/articles/conversations-atribuicao-status-prioridade-labels-en)
- [Snooze, resolve and reopen conversations](/hc/ajuda/articles/conversations-snooze-resolver-reabrir-en)