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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

  • Navigate to the Richpanel admin area by clicking the settings icon in the primary menu.
  • Choose Macros from the left sidebar. You’ll see a list of any macros that have been created.
  • Click Add new macro to create a new macro.
  • In the Macro Title field add a descriptive title so it’s clear to your support team what the macro does.
  • 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.

  • Since we want our whole team to be able to use it, from the Make this macro available to list, select ‘Every agent’.
  • NOTE: You can also limit the visibility of a macro to just yourself or to a specific team.

  • Next we’re going to add the actions our macro is going to execute. From the Please select an action dropdown, select Add reply text.
  • In the box that appears, write up your standardized reply.
  • Go back to the Please select an action dropdown and select Set assignee. You’ll see a set of dropdowns appear.
  • Back in the Please select an action dropdown, select Add tags.
  • Add a few descriptive tags, to make it clear what these conversations are related to.
  • NOTE: You can add as many tags as you like.

  • One last time up to the Please select an action dropdown, to select Change status.
  • Another set of dropdowns will appear. In the furthest right, select ‘Pending’, to set the conversations to ‘Pending’ when the macro runs.
  • And that should do it! Click the Save button to create your new macro.
  • Your team will now be able to use the macro when replying to conversations.

  • 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:

  • When looking at a conversation, click the Macro dropdown on the top right.
  • Search or scroll to the macro you want and click to select it.
  • Review the changes to the conversation, which will be highlighted.
  • If you’re happy with the changes, click Submit to update the conversation.
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