Your sales and support teams will often find themselves repeating actions in the inbox, like assigning conversations after triage, tagging a certain way, or sending a response and snoozing. Macros let you optimize these actions into a single click, and still give you the flexibility to tweak them for a personal experience.

Macros were formerly known as saved replies, and were just for reply content. They now include conversation actions. 🙌

Note: Macros with actions are only available on certain Intercom plans. See our plans and pricing here.

How to create a macro

Macros can be created and managed in two places: The Intercom inbox, or in your workspace’s settings.

From the Inbox

Click the macros icon in the composer, then “Create”:

Tip: Click “manage” here for a shortcut to the macros settings page:

First, give your macro a title. This is the number one way your team will search for, share and use macros, so make it something clear and concise:

Pro tip: Check out this best practice advice on macro naming conventions.

Then enter the content to include when you use this macro. This could be used when replying to a customer, or included in an internal note for a teammate.

Content can include articles, emoji, GIFs, images, or attachments:

Note: Including content is entirely optional. Macros can apply actions without a reply or note.

Use the {...} menu to add customer, author or company attributes for a personalized message. In this example, we simply include the customer’s name with an emoji fallback:

Important: The content is not sent immediately when you apply the macro, so you’ll always have the opportunity to customise it further.

Now it’s time to choose the actions your macro should apply to the conversation, click “+ Add an action” to begin:

Note: This step is also optional, macros can just be content.

Actions that can be added to a Macro are:

  • Assign conversation — To a team or teammate.

  • Close conversation — After performing any other actions (can’t be used with the snooze action).

  • Snooze conversation — After performing any other actions (can’t be used with the close action).

  • Tag conversation — Apply one or more tags to the first conversation part.

  • Update conversation data attribute — Set a value for one of your conversation data attributes.

  • Mark the conversation as priority.

In this example, we send a response, tag the conversation, mark it as priority and assign it to the sales team:

Pro tip: For more example macros, and some best practice tips check out this article.

Finally, choose if the macro should be available for everyone in your workspace, or only for certain teams:

Pro tip: We recommend limiting the number of macros available for each team in your workspace so it’s easier to find and use them.

Important: Even if limited to specific teams, anyone with permission to edit macros will still be able to see and edit this in the settings.

Then save the macro and you’re done!

Keep your macro private

You can also create macros for your own personal use. These won’t be visible to anyone else in your workspace settings or the inbox.

When composing your macro, just select “Myself only” under “Available for”:

Private macros will be listed under “Personal macros” in the settings and inbox:

From the settings

Creating a macro from the settings page follows the same steps as above, but here you can also search, filter and edit your existing macros.

Go to Settings > Your workspace data > Macros (Saved replies), and click “+ New macro”:

Or, to edit an existing macro, just select it from the list on the left, and you can start editing directly:

Search and filter your macros

By default you’ll see all your workspace’s macros in the list on the left. This can be filtered by the different teams that have access like this:

Or, you can search macros based on their title, or body content:

You can even combine search and a filter. This example shows all macros from the Support Engineering team, that contain the word “Bug”:

Note: Searches are not case sensitive, but they do use an exact string match, so if you’re using multiple words they must be found in the same order in the macro. 👌

See how often a macro is used

From the macro settings page, you can see how many times a macro has been used in the last 30 days:

This makes it easy to see which macros are being used most often, and can offer insight into how your team are handling conversations.

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