Macros allow you to automate a sequence of actions during customer support, saving time and improving your team’s efficiency. With just one click, you can perform multiple tasks such as:
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Adding labels
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Assigning agents or teams
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Sending email transcripts
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Sending automated messages
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Changing the conversation status
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Snoozing a conversation
This feature is ideal for repetitive workflows like demo requests, spam messages, or recurring customer inquiries.
How to create a macro
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Go to Settings → Macros and click on Add new macro.
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On the configuration screen, set the macro name (for internal use) and click Add action to define the desired steps.
Available actions:
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Add label
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Assign team
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Assign agent
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Send email transcript
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Change conversation status (pending, resolved, etc.)
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Snooze the conversation
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Send automated message
You can add as many actions as needed — they will run in the order they are listed.
- Set macro visibility:
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Public: available to the whole team
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Private: visible only to you
- Click Save macro in the bottom-right corner to finish.
How to apply a macro
While handling a conversation:
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Open the conversation and click on the Macros menu on the right-hand panel.
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Click the info icon (i) to preview the macro's actions (optional).
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Click the play icon to apply the macro — all defined actions will be executed automatically.
You’ll see confirmation messages for each action performed successfully.
How to edit or delete a macro
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Go to Settings → Macros
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Find the macro you want to manage
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Use the edit icon (✏️) to update it, or the trash icon (🗑️) to delete it
If you need help setting up or using macros, feel free to reach out:
📩 [email protected] | 📱 @akece.ai