Overview
Many replies are almost the same every time, with a few details that change: an order number, a date, a reason. Use this article to add fill-in fields to a macro so a teammate is asked for those details before the reply is inserted, so each reply stays personalized without being rewritten from scratch.
Important: Fill-in fields are rolling out gradually to workspaces on the new inbox. As of this writing, the rollout has reached 75% of eligible workspaces. If you don't see this option yet when editing a macro, check back soon.
Key benefits
Teammates fill in a short form instead of hand-editing a macro's reply each time
A live preview shows the finished reply as the teammate types
Customers only ever see the finished reply — field names and the form are never shown to them, in any channel
How to add fill-in fields to a macro
Go to Settings > Macros and create a new macro, or open an existing one.
In the macro text, place your cursor where the detail should go and click Insert field.
Give the field a label — for example, "Order number" — and choose its type.
Choose whether the field is required.
Save the macro.
Each field appears in the macro text as a labeled chip. Click a chip at any time to change its label, type, or required setting.
Tip: You can also create a macro with fields directly from the Inbox, using ⌘/Ctrl K > Create macro.
Field types
When you insert a field into a macro, the table below shows what a teammate is asked to enter for each type.
Type | What the teammate enters |
Text | A single-line answer, like an order number or a date. |
Long text | A multi-line answer. Line breaks are kept. |
Choice | One option from a list you set, like a carrier or a reason. |
Note: For a Choice field, add each option the teammate can pick from. A Choice field needs at least one option.
How to use a macro with fill-in fields
In the composer, type
#or\, or use⌘/CtrlK> Use macro, and pick the macro.A short form opens with one entry for each field. A preview updates as you type, and fields you haven't filled in yet show as chips.
Fill in the fields, then click Insert. You can't insert the macro until every required field is filled.
Review the reply in the composer. It stays editable and is not sent automatically — send it the way you would any other reply.
Macros without fields insert straight away, exactly as before.
Using fill-in fields with bulk actions and Copilot
Bulk actions: When you apply a macro with fields to several conversations at once, you're asked for the values once, and they're used for every selected conversation.
Copilot: When Copilot suggests a macro with fields, you fill in the form before it's inserted.
Things to know
Fill-in fields are available on the new inbox. Teammates on the older inbox can't use macros with fill-in fields.
If a macro's fields are changed, teammates who already have the inbox open can take up to 5 minutes to see the change. Reloading the inbox shows it straight away.
Fill-in fields are different from attributes. Attributes, like {{first_name}}, are filled in automatically from the customer's data. Fill-in fields are details the teammate enters each time.
FAQs
Can customers see the field names?
No. Customers only ever see the finished reply.
What happens if an optional field is left empty?
That spot in the reply is left blank. Fill-in fields don't have default values, so review the reply before sending.
I don't see the form when I use a macro with fields. Why not?
Check that you're on the new inbox. The feature is still rolling out gradually, so it may not be available in your workspace yet.
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