Using Canned Replies and Macros

Using canned replies and macros helps customer service agents reduce repetitive typing and respond to customers more quickly while maintaining service quality.

Canned Replies

Users can set up canned replies and identify them with short codes. Customer service agents can enter the / character in a conversation, followed by a short code, to insert a canned reply.

Quick Macros

Users can add macro files to automatically send messages to customers.

You can define rules related to the macro file, as well as the macro name and visibility, in the interface below.

• Rules: Users can customize rules based on the relevant fields and corresponding content.
• Visibility: Define whether the macro is publicly visible or private.