Use variables in macros

Variables turn one macro into a personal reply. Write {{customer.first_name}} once and every customer sees their own name; write {{order.tracking_url}} and each gets their own tracking link.

Before you start

• Who can do this: owners and admins write macros; everyone benefits when using them.
• Plan: all plans.
• What you need: your store name and domain under Settings > Store, and for order variables, an order linked to the ticket.

Step by step

1. Open a macro in Workflows > Macros.
2. Place the cursor in Message and choose Insert variable…, or type {{ in the reply box.
3. Pick a variable, such as Customer first name.
4. Save the macro.
5. In a ticket, link the order before using order variables, then use the macro.

What happens next

When the macro is used, each variable is replaced from the ticket, its customer, its linked order, you and your store.

All variables

Variable	Shown as	Filled from
{{customer.first_name}}	Customer first name	The customer
{{customer.last_name}}	Customer last name	The customer
{{customer.email}}	Customer email	The customer
{{order.number}}	Order number	The linked order
{{order.tracking_url}}	Tracking link	The linked order
{{order.tracking_number}}	Tracking number	The linked order
{{order.carrier}}	Carrier	The linked order
{{order.shipping_address}}	Shipping address	The linked order
{{agent.first_name}}	Your first name	You
{{brand.name}}	Brand name	Settings > Store
{{brand.domain}}	Website	Settings > Store

If a value is missing, the placeholder is left visible so you can fill it in.

Example

Hi {{customer.first_name}},

Good news: order {{order.number}} is on its way with {{order.carrier}}.
You can follow it here: {{order.tracking_url}}

Best wishes,
{{agent.first_name}}
{{brand.name}}

Variables in AI drafts

Draft with AI uses your macros as house wording and fills in real values instead of placeholders. If an AI draft still contains {{, it is flagged as "A {{placeholder}} was left in", so you can fix it before sending.

Tips

• Always end with {{agent.first_name}} and {{brand.name}}, so replies are signed correctly whoever sends them.
• Read the reply before sending if it contains {{; something was missing.
• Order variables need an order in Hushdesk, which comes from your connected Shopify store. Link the order to the ticket first, so the right one is used. See Connect your Shopify store.

Troubleshooting

A variable shows in curly brackets after sending

The value was missing when the reply was sent. Link the order or fill the customer's details before using the macro next time.

The wrong tracking link appeared

The wrong order was linked to the ticket. Link the right one on the order card and use the macro again.