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Create and manage macros

Write 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.

Last updated 2 min read

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Macros are your team's best answers, saved once and sent in one click. A good macro library makes replies fast, consistent and on-brand, and it is the wording the AI drafts from.

Before you start

  • Who can do this: owners and admins.
  • Plan: all plans.
  • What you need: your most common questions and the answers your best agent gives.

Step by step

  1. Open Workflows > Macros, or Manage macros from the macro panel in the inbox.
  2. Press Create macro. "A saved reply plus what it does to the ticket. Variables fill in from the ticket and its linked order."
  3. Type a Name, such as "1.1) Order Status: Shipped".
  4. Write the Message, starting with something like "Hi {{customer.first_name}},". Use Insert variable… for names and order details. See Use variables in macros.
  5. Under When used, also, add actions: Add tags, Set status (or Leave as is) and values for your dropdown ticket fields. Macros imported from Gorgias may also remove tags or move the ticket to a queue; those actions are kept when you edit.
  6. Press Save macro. A message confirms Macro created.

What happens next

The macro is available to everyone in the reply box straight away, with suggestions ranked by the customer's topic. Each use is counted, and the Macros report shows which macros are used most. See Macros report.

To edit, search the list ("Search name or text…"), press Edit, change it and Save macro. To delete, press Delete and confirm: "The macro is removed for the whole team. Replies already sent are not affected."

Tips

  • Write like a person, not a policy document. Short paragraphs, one idea each.
  • Add a Set status action of "waiting on customer" to macros that ask a question.
  • Number macros by topic and step (4.0 first answer, 4.1 follow-up); suggestions use the thread stage.
  • Review the least-used macros every quarter and delete or improve them.

Troubleshooting

"Give the macro a name"

Type a name.

"A macro needs a message or at least one action"

Add a message or an action.

"Only owners and admins can change this for the whole team"

Agents cannot create or edit macros.

"No macro matches"

Your search found nothing. "Try other words."

Frequently asked questions

Who can create macros in Hushdesk?

Owners and admins. A macro is sent by the whole team, so only admins write, edit and delete them, and every change is recorded in the audit log. Agents use macros in the reply box, and in Ask AI they can propose a macro that an admin then confirms.

What can a macro do besides inserting text?

When it is sent, a macro can add tags, set the status, for example waiting on customer, and set dropdown ticket fields, such as the outcome. Macros imported from Gorgias can also remove tags or move the ticket to a queue. A macro needs a message, at least one action, or both.

Do macros help the AI write better drafts?

Yes. Draft with AI and the AI agent use the macros that fit the customer's question as your approved wording, and the macro suggestions in the reply box rank macros by topic. Clear macros named by topic make both the suggestions and the AI drafts better.

What happens to sent replies when I delete a macro?

Nothing. Replies already sent keep their text. Deleting a macro only removes it for the whole team from now on, and its usage history stays in the Macros report. The dialog says the macro is removed for the whole team and replies already sent are not affected.

How should I name macros?

Name them by topic and step so they sort well, for example 1.1 Order status shipped or 4.0 Damaged item ask for photos. Short topic words help search, suggestions and the AI. The placeholder in the name box shows this numbered style as an example.

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