Macros
One click.Reply, status, tags. Done.
A macro writes the reply and does the housekeeping behind it: status, priority, assignee, snooze and tags. You read it over and press send.
How it works
Fast, and still your words
Macros take the clicks out, not the judgement. The customer only ever sees what you chose to send.
- 01
Pick
Open the macro menu in the composer and choose one. It shows how many actions it carries.
- 02
Review
The reply lands in the composer, where you can edit it. Status, priority and the rest apply straight away.
- 03
Send
Nothing goes to the customer until you press send. One click did the housekeeping; you still own the words.
Try it
Build one yourself
This is the editor from Settings → Macros. Change the reply or the actions, then apply it to the conversation.
Olu AdeyemiI was charged twice for September. Can you look into it?
Reply…
Actions
Five actions, every option
Stack as many as a macro needs. These are the exact choices in the editor.
statusSet status
Move it along the flow.
prioritySet priority
Raise or lower where it sits in the queue.
assignAssign
To yourself, or to any teammate.
snoozeSnooze
Out of the queue until it's due back.
tagAdd tag
Any tag from your workspace catalogue.
Recipes
Six macros worth copying
Start from these, or write your own in Settings → Macros. Try any of them in the builder at the top.
Refund processed
Confirm, wait on the customer, check back in two days.
“Done. The refund is on its way and should reach your card within a few working days.”
- Set statusOn customer
- Add tag#refund
- SnoozeIn 2 days
Escalate to engineering
Park it, raise the priority, hand it to the right person.
“Thanks for the detail. I've passed this to our engineers and I'll update you here as soon as I hear back.”
- Set statusOn hold
- Set priorityHigh
- AssignTom Becker
- Add tag#bug
Resolved
The polite close.
“Glad that's sorted! I'll close this for now. Just reply if anything else comes up.”
- Set statusClosed
Waiting on customer
Actions only: no reply, just the housekeeping.
No reply. Actions only.
- Set statusOn customer
- SnoozeTomorrow 9am
VIP pickup
Take it yourself, at the top of the queue.
No reply. Actions only.
- AssignMe
- Set priorityUrgent
- Add tag#vip
Feature request logged
Thank them, tag it for the product team, close.
“Great idea, thank you. I've logged it with the product team.”
- Add tag#feature-request
- Set statusClosed
Also in the composer
Macros and saved replies
Two tools that sit side by side in the composer, for different jobs.
Saved replies
Text- Text only
- Type / in the composer to search and insert
- Members, admins and owners can add them
Macros
Text + actions- A reply, actions, or both
- Picked from the macro menu in the composer
- Managed by owners and admins
Macros live in the shared inbox
Macro questions
No. The reply is placed in the composer so you can read and adjust it, and it goes out when you press send. The actions (status, priority, assignee, snooze, tags) apply as soon as you pick the macro.
Still curious? Email hello@kuvra.dev