Using macros for repetitive tasks

Macros let you execute a sequence of actions on a conversation with a single click. Instead of manually assigning, labeling, and updating conversations one at a time, you can bundle those repetitive steps into a reusable macro and run it instantly. This is especially helpful for support teams handling high volumes of similar requests across channels.

Creating a macro

1. Navigate to Settings > Macros.
2. Click Add a new macro.
3. Give your macro a descriptive name. For example, Escalate to Billing or Close & Tag Resolved. Under Visibility, choose Personal (only you) or Global (all agents).
4. Add actions in the order you want them to run. Available actions include:
   • Assign the conversation to a specific agent or team
   • Add or remove labels
   • Change the conversation status (open, pending, resolved or snoozed) or its priority
   • Send a message to the customer
   • Mute the conversation
5. Review the action sequence and click Create Macro.

Running a macro

1. Open any conversation from your inbox.
2. Click the Macro button (Run Macro) in the reply toolbar. It appears once macros exist.
3. Select the macro you want to execute from the list.
4. All actions in the macro will run in sequence automatically.

Best-practice tips

• Use clear, consistent names. Prefix macros with a category. For example, Billing: Escalate or Shipping: Request Tracking. So agents can find the right one quickly.
• Keep macros focused. A macro that does two or three things well is easier to maintain than one that tries to handle every edge case.
• Review macros regularly. As your workflows evolve, audit your macro list and remove or update any that are no longer relevant. This prevents agents from accidentally running outdated actions.
• Combine with labels for reporting. Adding a label through a macro makes it easy to track how often a specific workflow is triggered.

Common pitfalls

• Action order matters. Macros execute actions sequentially. For example, if you change the status to resolved before assigning the conversation, the assignment still happens but may cause confusion. Arrange steps logically.
• Duplicate macros. If multiple macros perform similar tasks, agents may run the wrong one. Consolidate overlapping macros when possible.
• Permissions and visibility. Running a macro needs the Manage conversations permission, which the standard agent role includes. If a macro isn't appearing for a team member, check whether it is Personal (only its creator sees it) or Global.

Frequently asked questions