What are macros?

Saved text snippets for your staff. When an agent is replying in the inbox and needs the paragraph they've sent ten times today, they type @ in the message composer, pick the macro from the search, and the saved text drops in. Edit it for the specific customer if needed, then send.

Macros are a staff tool, full stop. They don't train the AI or shape its automatic replies; FAQs and merchant instructions do that.

Creating and organizing them

Macros live in Settings, where you create and edit the library. You can also save one directly from a message you already sent, which is how good macros usually get made: you notice you've just written something worth reusing. Organize them by purpose (shipping, returns, technical steps) so staff can find the right one under pressure.

What belongs in a macro

Standard opening and closing lines. Multi-step troubleshooting checklists. Links and instructions that go out on every related ticket. Compliance or policy language that has to stay verbatim.

Macros vs FAQs

Use both. FAQs ground the AI; macros make your team fast when they take over or reply by hand.