A macro is a saved reply with optional side effects: tagging, assigning, transferring departments, closing, and triggering webhooks. Useful when the same workflow repeats.
Build one
Settings > Macros > New. Name it. Add the reply body. Add actions: assign to a teammate, add a tag, transfer to a department, close, or fire a webhook. Save.
Use one
In a conversation, press M and pick the macro. The reply gets composed, the actions execute on send. You can preview the actions before sending.
Automations vs macros
Macros are agent-triggered. Automations are workspace-wide rules that run automatically on conversation events (created, tagged, idle 30 minutes, etc.). See /help-center/inbox/routing-rules for automations.