Skip to content

Macros

A macro is a saved sequence of actions you run on demand, label the conversation, send a standard reply, attach a file, snooze it, all in one click. Where an automation rule fires automatically when an event occurs, a macro is something an agent chooses to run on the conversation in front of them.

Why use macros

Support work is full of repeated routines. Picture a demo request: every time one arrives you assign the Sales team, send a message about booking a slot, add a Sales label, and snooze the conversation. Or spam: you send a standard reply, apply a Spam label, and close the conversation. Doing those steps by hand, several times a day, eats time and invites mistakes. A macro bundles them into a single button.

Creating a macro

  1. Go to Settings → Macros and click Add a new macro.
  2. On the setup screen, give the macro a name for internal reference, then build its flow by selecting actions from the dropdown one at a time. Configure each action as you add it, then continue adding more.
  3. Set the macro's visibility:
  4. Private — only you can run it.
  5. Public — your whole team can run it.
  6. Click Save macro.

Warning

The order in which you arrange the actions is the order in which they run. If a macro both sends a message and resolves the conversation, make sure the message comes first, otherwise you may resolve before replying.

Running a macro

  1. In the right sidebar of a conversation, find the Macros section and expand it. You will see every macro available to you, both your private ones and any public ones.
  2. If you are unsure what a macro does, click the i icon to preview its actions before running it.
  3. Click the play button to execute it. ChannelX runs every action in sequence almost instantly and shows a success message for each one.

Editing or deleting a macro

Go to Settings → Macros, find the macro in the list, and use its edit or delete control.

Common questions

When should I use a macro instead of an automation rule? Use an automation rule when the work should happen on its own based on an event. Use a macro when a human needs to decide it applies, then trigger the whole routine at once.

Can macros do things canned responses can't? Yes. A canned response only inserts text. A macro can send a message and also label, assign, snooze, attach a file, and resolve, in a defined order.