Macro

Macros go beyond simple canned responses by combining multiple actions into a single click. A 'refund approved' macro might simultaneously insert a confirmation message, change the ticket status to 'pending refund,' tag the ticket with 'refund,' assign it to the finance queue, trigger a refund API call, and schedule a follow-up check. This saves agents from performing five or six manual steps for routine workflows.

In traditional help desks, macros are created and maintained manually by administrators. AI enhances macros by suggesting them contextually (recommending the right macro based on conversation analysis), creating them automatically (learning from agent behavior patterns), and executing them dynamically (adjusting the template text based on specific ticket context). The evolution from static macros to AI-driven dynamic workflows represents the transition from basic automation to intelligent automation in support operations.