What is macro?
A macro is a saved bundle of agent actions that fires with one click. Unlike a canned response (which just inserts text), a macro can also tag the conversation, change its status, assign it to a teammate, and trigger workflows. Macros are the power-user feature for high-volume teams.
What a macro can do
Insert a reply. Apply one or more tags. Change status to pending or solved. Set priority. Transfer to a department or specific agent. Append an internal note. Trigger an outgoing webhook. The composition is what makes macros distinct from simple text snippets.
Real-world examples
"Refund acknowledged": send a reply confirming the refund request, tag billing, transfer to billing department, internal note that approval is pending. One click replaces six manual steps.
Discipline
Macros are tempting to overuse. The trap: every conversation becomes a copy-paste exercise and replies stop sounding human. Audit macro usage quarterly; retire macros nobody picks; rewrite the ones that customers complain feel canned.
See it working on message.com.
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