Using Macros to Automate Common Replies and Updates in Conversations

Overview. 

Macros can save your team a ton of time by automating common replies or notes or even making common updates to conversation fields — all of which saves you valuable clicks. Macros can also help keep your tone consistent across replies from multiple members of your support team.

Whenever you find your support team repeating the same action or sending the same reply to one conversation after another, that's usually a good sign that you could use a macro.

Understanding what you can do with macros

Unlike typical 'canned reply'-style macros, Kayako macros can do much more than save reusable replies. In all, there are eight actions a macro can perform:

• Add reply text - Adds text to the reply box. The text can be edited before you send a reply to your customer.
• Set reply type - Sets the reply type to either a public message or a private note. If you do not set this, it defaults to a public message.
• Set Assignee - Assigns the conversation to a team, specific agent, or the current user. You can also unassign a conversation using this action.
• Change status - Updates the conversation status.
• Set type - Updates the conversation type.
• Add tags - Adds the tags you specify to the conversation. You can add as many tags as you like.
• Remove tags - Removes the tags you specify from the conversation. You can remove as many tags as you like.
• Update priority - Updates the conversation priority. You can either select a specific priority or have the macro increase or decrease the priority of the conversation by one level, for example, 'High' to 'Critical'.