Macros
Answer users faster with reusable snippets.
Overview
Macros (formerly called Snippets) are reusable text blocks your team stores and inserts into replies with a single keystroke. At scale you will write the same things to many customers, for example thanking someone for their feedback when closing the loop, sharing your calendar link when scheduling a user call, or explaining a standard policy.
You can quickly insert a macro by typing a semicolon ; in the Reply editor to open the macro picker. Create and manage your macros in Settings -> Macros.
Macros are available on the Pro plan and above.
Insert a Help Center article into a reply
Besides macros, the Reply editor also lets you drop in a Help Center article. Type @ in the composer, search for the article by title, and select it to insert a link to it in your message. This works in any conversation the Reply editor appears in, including Live Chat, so an agent can point a customer to the right doc without leaving the thread.
Macros vs. AI Drafts
Both Macros and Auto AI-Drafts help your team reply faster, but they serve different needs.
Macros | Auto AI-Drafts | |
|---|---|---|
Content | Exact text you write and control | AI-generated, grounded in your docs, changelog, and past threads |
Consistency | Identical every time | Varies by thread context |
Setup | Write the text once in Settings | Enable the feature and optionally add a custom prompt |
Best for | Fixed policies, legal language, scripts, links | Open-ended questions, varied customer contexts |
Effort per reply | You pick the right macro | Draft appears automatically; you review and edit |
Use Macros when:
The reply must use a specific, pre-approved wording (payment delay notices, account-change confirmations, legal disclaimers).
Your team follows a strict script for a business process and deviation is not acceptable.
You want a shortcut to a fixed resource like a calendar link or a standard form.
Use AI Drafts when:
Questions are open-ended and the right answer depends on context.
You want a starting point that the agent can then refine rather than a verbatim block.
You are handling high volume and want a draft ready before you even open the thread.
Recommended approach for process-specific replies
If your team handles recurring business processes such as payment delays or account changes, the recommended approach is:
Start with AI Drafts. Enable Auto AI-Drafts and add a custom prompt that encodes your policy (for example, "For payment delay questions, always reference the billing section in Settings and avoid promising a specific resolution date"). Run this for a few weeks to evaluate draft quality.
Add Macros for fixed language. If certain phrases must be verbatim (regulatory language, contract terms), create a Macro for that block and insert it into the AI draft before sending.
Use Macros alone when AI adds no value. For very short, formulaic replies where the text never changes, a Macro is simpler and faster than reviewing a draft.
The two features are complementary: AI Drafts handle the dynamic parts of a reply, and Macros cover the parts that must never vary.
Tips
Name macros clearly so the picker is easy to scan. For example:
payment-delay,account-change,calendar-link.Keep macros short. Long blocks are harder to maintain and easier to send without reading. Break large templates into smaller macros and combine them.
Review macros regularly. Outdated policy language in a macro is worse than no macro at all.
Managing snippets via the API
Snippets and snippet folders can also be listed, created, updated, and deleted through the v2 API using the snippets:read and snippets:write scopes. See the API article for details. These endpoints require a workspace on the Pro plan or higher.
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