Macros: chain several actions in one click

📍 Where to find it: Settings → "Conversation" group → "Macros"

A macro is a series of pre-programmed actions that you run on a conversation with a single click (for example: assign to a team, add a label, send a message and resolve).

How it works

You build the macro by stacking draggable steps. Available actions include: assign/remove an agent or a team, add/remove a label, send a message, add a private note, send an attachment, change the priority, mute, snooze, resolve, send the transcript by email, or trigger a webhook. You choose whether the macro is visible to everyone (global) or personal, then you run it from the right-hand panel of a conversation.

Step by step

1. Go to "Settings" → "Conversation" group → "Macros".
2. Click to create a macro and give it a name.
3. Add the steps one by one (assign a team, add a label, send a message, resolve, etc.) and reorder them by drag and drop.
4. Choose the visibility: "Global" (whole team) or personal, then save.
5. In a conversation, open the right-hand panel and run the macro to execute all the actions at once.

Good to know

• Macros are perfect for repetitive procedures (e.g. closing a ticket with a thank-you message).
• The "Send a webhook event" action lets you notify another tool.
• Test your macro on one conversation before rolling it out to the whole team.