Use macros in the reply box
Pick a saved reply from the macro panel, see suggested macros for this ticket, preview its actions and let variables fill in names and order details.
Last updated 2 min read
Macros are saved replies with optional actions. The macro panel in the reply box suggests the ones that fit this ticket, previews them, and fills in names and order details for you.
Before you start
- Who can do this: agents, admins and owners use macros; owners and admins create them.
- Plan: all plans.
- What you need: some macros. See Create and manage macros.
Step by step
- Open a ticket. Above the reply box, Suggested shows up to three macros that fit what the customer wrote.
- Press m or Show macros (m) to open the full list. Search by name, tags or body ("Search macros by name, tags or body…"), or filter by tag.
- Move with ↑ and ↓. The preview shows the message and its actions, such as Add tags, Set status or a queue.
- Press Enter, or double-click, to use the macro. In the reply box you can also type / to insert one.
- Check the filled-in text, then send.
What happens next
The macro's message is placed in the reply box with variables filled from the ticket, such as Customer first name, Order number and Tracking link. Its actions apply when you send, not before, so undoing a send also undoes them.
Each use is counted, and the list can be ordered by Most used. Usage also feeds the Macros report in Analytics.
Your macro preferences
Open Macro settings in the panel for My macro preferences ("Only for you, on this device"):
- Use a macro with one click, or one click to preview and double-click or Enter to use.
- Open the full macro list when the reply is empty. Off: you see 3 suggested macros and open the list when you need it.
- Order the list by, for example Most used.
Tips
- Link the ticket's order before using a tracking macro, so variables use that order.
- If nothing fits, use Draft with AI; it uses your macros as house wording.
- Ask an admin to tag macros by topic; it improves suggestions.
Troubleshooting
"No saved macro answers this one"
No macro matches the customer's topic. Write a reply or use Draft with AI.
"No macro matches “…”."
Your search found nothing. Try a shorter word.
"No macros with this tag."
Clear the tag filter.
Frequently asked questions
How does Hushdesk choose the suggested macros?
It reads what the customer wrote, especially their latest message, then the subject, earlier messages and tags. When the topic is clear, only macros for that topic are suggested. It also knows where the thread is, so a follow-up macro is offered after the first answer and a macro already sent is never offered again.
What happens when no macro fits?
The panel says No saved macro answers this one and offers Draft with AI instead. That is deliberate. Suggesting the wrong macro wastes more time than none, so Hushdesk only suggests macros whose topic matches what the customer actually asked about.
What do the actions on a macro do?
Besides the message, a macro can add or remove tags, set the status and move the ticket to a queue when you send it. The preview shows these as lines such as Add tag or Status. Press Don't apply the macro actions if you only want the text this time.
Can agents create macros?
No. Only owners and admins create, edit and delete macros, because a macro is sent by the whole team. Agents use them in the reply box. Admins manage them in Workflows, Macros or from the panel's Manage macros link.
Why does a macro show double curly brackets in my reply?
A variable could not be filled, for example the tracking link when no order is linked to the ticket. Hushdesk leaves the placeholder visible on purpose, so you see what is missing instead of sending a blank. Link the order or replace the placeholder before sending.
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Related articles
- Create and manage macrosWrite saved replies your team sends most, add actions such as tags or status, use variables for names and order details, and keep the list tidy.
- Use variables in macrosFill names, order numbers, tracking links, carrier and address into macros automatically with variables such as customer.first_name and order.tracking_url.
- Reply to a customer or add an internal noteUse the reply box to answer by email or chat, switch to an internal note your team only sees, format text, and send with Send or Send and close.
- Draft replies with AIPress the sparkle or Ctrl+J to get a reply drafted from the whole conversation, the order and your macros, then make it shorter, warmer or more formal.
Still stuck?
Chat with the Hushdesk team. A person answers on every plan.