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See which macros your team uses

The Macros report counts replies sent with each macro in the period, with share and change, so you can improve popular macros and retire unused ones.

Last updated 2 min read

On this page

The Macros report shows which saved replies your team sends most. It tells you where polishing a macro will reach the most customers, and which ones nobody needs.

Before you start

Step by step

  1. Open Analytics and choose Macros ("Replies sent with each macro in the period.").
  2. Pick a date range and filters, such as Agent or Channel.
  3. Read the ranked list: uses, share and change.
  4. Switch to the table to see every macro.
  5. Press Export CSV if you want to review it in a spreadsheet.

What happens next

Each macro shows its Uses in the period, its share of all macro uses and the change against the previous period where available.

A quarterly macro review

  1. Export the last 90 days.
  2. Rewrite the top five macros for clarity and tone.
  3. Look at macros with zero uses: rename, merge or delete them.
  4. Compare with the Tags report: a top tag without a top macro may need a new one.

The most used macros usually answer a common question completely, sound like a person and need little editing. If a macro is used often but customers still write back, check the One-touch rate in the Overview report for that tag and rewrite the macro to answer the follow-up question too.

Tips

  • Short, specific macros get used more than long general ones.
  • Watch new macros for a few weeks after you create them; if nobody uses one, ask the team why before deleting it.
  • Name macros by topic and step so suggestions rank them well.
  • A macro used much more this month may point to a new problem worth fixing at the source.

Troubleshooting

A macro I use often shows few uses

Uses count only when a reply started from the macro is sent. Inserting and then rewriting most of it still counts if you send from it.

The report is empty

No replies were sent with macros in the period. Widen the range or check that your team uses the macro panel.

A deleted macro still appears

Past uses stay in the report for the period they happened in, even after the macro is deleted.

Frequently asked questions

How does the Macros report count uses?

It counts replies sent with each macro in the period. A use is recorded when a reply that started from a macro is actually sent, not when the macro is only previewed or inserted and then deleted, so the numbers reflect what customers really received.

How can the Macros report improve our replies?

Your most used macros shape most of what customers read, so polish those first, keeping them short, warm and accurate. Macros that are rarely used may be hard to find, badly named or no longer needed. Rename, merge or delete them.

Are macros used by the AI counted?

The report counts replies sent with a macro by your team. Draft with AI and the AI agent use macros as wording but write their own reply, so those replies are not counted as macro uses. Only replies that started from a macro the agent picked count.

Can I see macro use per agent?

Use the Agent filter at the top of the report to see which macros one person uses in the period. Comparing agents this way can show who relies on macros and who writes from scratch, which is useful for coaching and for spotting a missing macro.

Does the macro list in the inbox use the same counts?

The inbox macro list can be ordered by Most used, based on each macro's total uses over time. The report shows uses in the period you choose, with the change against the previous period, which is better for spotting recent trends.

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