What are macros?

Macros are saved text snippets your support staff can insert quickly while replying to customers in Simple Chat. They speed up consistent answers for greetings, troubleshooting steps, policy reminders, and any phrase your team sends repeatedly.

Macros are for human agents in the inbox—not for training the AI’s automatic replies (use FAQs and merchant instructions for that).

Where macros live

You create, edit, and organize macros in Settings. You can also save a macro directly from a message you already sent when you notice wording that should be reusable.

Keeping macros organized by purpose (shipping, returns, technical steps) helps staff find the right snippet under pressure.

How staff use macros in the composer

1. Open a conversation in the Simple Chat dashboard.
2. Click into the message composer.
3. Type `@` to open macro search.
4. Select the macro you want—it inserts the saved text instantly.
5. Edit the inserted text if this customer needs a small customization, then send.

The @ shortcut avoids hunting through long lists or retyping the same paragraph for the tenth time that day.

When macros help most

• Standard opening and closing lines
• Multi-step troubleshooting checklists
• Links and instructions you send on every related ticket
• Compliance or policy language that must stay verbatim

Macros vs FAQs

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