Whenever you find your support team repeating the same action or sending the same reply to one conversation after another, that’s a usually a good sign that you could use a macro. Macros can save your team a ton of time by automating common replies or notes or even making common updates to conversation fields — all of which saves you valuable clicks. Macros can also help keep your tone consistent across replies from multiple members of your support team.
Understanding what you can do with macros
Unlike typical ‘canned reply’-style macros, Richpanel macros can do much more than save reusable replies. In all, there are eight actions a macro can perform:
Add reply text – Adds text to the reply box. The text can be edited before you send the reply to your customer.
Set reply type – Sets the reply type to either a public message or a private note. If you do not set this, it defaults to a public message.
Set Assignee – Assigns the conversation to a team, specific agent, or the current user. You can also unassign a conversation using this action.
Change status – Updates the conversation status.
Set type – Updates the conversation type.
Add tags – Adds the tags you specify to the conversation. You can add as many tags as you like.
Remove tags – Removes the tags you specify from the conversation. You can remove as many tags as you like.
Update priority – Updates the conversation priority. You can either select a specific priority, or have the macro increase or decrease the conversations priority by one level, for example, ‘High’ to ‘Critical’.
Now that you have a sense for what you can do with macros, let’s look at actually building one.
Creating or updating a macro
NOTE: If you’ll be using lots of macros, it’s useful to nest them into separate categories by adding a ‘\’ to the beginning of your title.
NOTE: You can also limit the visibility of a macro to just yourself or to a specific team.
NOTE: You can add as many tags as you like.
Using macros in conversation replies
Once you’ve defined one or more macros in Richpanel, they’ll be available to use when viewing a conversation.
To apply a macro to the conversation: