Saved replies, macros and automations

Open the right settings

In Conversations, open Full inbox, then Settings. Canned responses are included from Starter. Macros and Automations require Business or Enterprise; creating automation rules requires administrator permissions. A missing section may therefore reflect your plan or permissions.

Create a reusable reply

1. Open Canned responses and add a response. Enter a short code and the message.

2. Save the template. In the full inbox composer, type / followed by its shortcut to insert it.

3. Adjust names, dates and customer details before sending. Inserting a template does not replace this review.

Configure a macro

In Macros, add a macro, name it and add actions in the required order. Choose private visibility for yourself or public visibility for account agents; only administrators create or edit public macros. Save it and inspect the action preview before running it on a conversation.

Create an automatic rule

1. In Automations, create an automation and enter its name and description.

2. Choose the event, then conditions and actions. Start with assignment or a label for a clearly identified test case.

3. Check the result in the thread before expanding the rule. A rule sending messages reaches real recipients; review its content and scope before activation.