Macros

Support Portal provides a macro system that allows agents to bundle multiple conversation actions into a single reusable sequence. Instead of performing each step manually — assigning a team, applying a label, sending a response, changing status — agents execute one macro that carries out the entire workflow in sequence.

Operational objective

Macros address a common operational challenge: repetitive multi-step processes that agents perform throughout the day. Defining these as named sequences reduces handling time, eliminates missed steps, and ensures consistent execution across the team.

Typical use cases include:

• Escalation workflows — Reassign the conversation to a specialist team, apply an escalation label, and notify the contact with a status message.
• Compliance handoff — Assign a regulatory review team, attach a compliance notice, label the conversation for audit tracking, and snooze until review is complete.
• Routine closures — Send a standard resolution message, apply a category label, and resolve the conversation.

Macros can be scoped as personal (visible only to the creating agent) or public (available to all agents in the workspace).

Creating a macro

Navigate to Settings > Macros and select Add a new macro.

The macro configuration interface opens with two areas: an action builder on the left and a properties panel on the right.

Naming the macro

In the right panel, provide a descriptive name for the macro. Choose a name that communicates the workflow's purpose — agents will reference this name when selecting macros from the conversation sidebar.

Defining actions

Each macro consists of one or more sequential actions. Select an action from the dropdown and configure its parameters. Once an action is configured, add the next action in the sequence.

The following actions are available:

Actions execute in the order they are defined. Position actions deliberately — for example, assign a team before sending a notification message so the receiving team sees the message upon pickup.

Setting visibility

Each macro has a visibility scope that controls who can access it:

Set visibility to Public when the macro represents a standardized workflow that the entire team should follow. Use Private for personal productivity shortcuts that are specific to an individual agent's responsibilities.

Saving

Select Save macro to store the configuration. The macro becomes immediately available for execution.

Enterprise workflow examples

Escalation macro

A telecom support team can define a macro that handles tier-2 escalations:

1. Assign a Team — Route to the Network Operations team.
2. Add Label — Apply escalation-required.
3. Send a Message — Post: "This conversation has been escalated to our specialist team. You will receive an update within the SLA window."
4. Snooze Conversation — Snooze for 4 hours to allow the specialist team time to review.

This ensures every escalation follows the same sequence, with no steps omitted.

Compliance handoff macro

For regulated environments where certain inquiries require formal review:

1. Assign a Team — Route to the Compliance Review team.
2. Add Label — Apply regulatory-inquiry.
3. Send Attachment — Attach the standard compliance acknowledgment document.
4. Send a Message — Post: "Your inquiry has been forwarded to our compliance team for review. We will respond within the regulatory timeframe."
5. Mute Conversation — Suppress notifications while the review is pending.

This macro guarantees that compliance-sensitive conversations are routed correctly and that the contact receives the required acknowledgment.

Executing a macro

Macros are executed from the conversation sidebar. Open a conversation and locate the Macros section in the right panel. Expand it to display all available macros — both personal and public.

Previewing before execution

Select the information icon next to a macro to preview its action sequence. The preview displays each action in order, allowing the agent to confirm the macro is appropriate for the current conversation before running it.

Running the macro

Select the execute button (play icon) to run the macro. All actions execute in the defined sequence. Success confirmations appear for each completed action, providing visibility into what the macro performed.

Editing and deleting macros

Navigate to Settings > Macros to manage existing macros. Locate the target macro in the list and use the corresponding edit or delete control.

• Editing — Opens the configuration interface with the current action sequence and settings. Modify actions, reorder steps, or update visibility as needed, then save.
• Deleting — Removes the macro permanently. This does not affect conversations where the macro was previously executed — those actions have already been applied.

Related capabilities

Macros complement other workflow features in Support Portal:

• Labels — Macros frequently apply labels as part of their action sequence. Define a consistent label taxonomy to maximize macro effectiveness. See Labels.
• Automation — Where macros are agent-initiated, automation rules execute automatically based on conversation conditions. Use both together for comprehensive workflow coverage. See Automation.
• Canned Responses — For scenarios that only require a templated reply without additional actions, canned responses offer a lighter alternative. See Canned Responses.
• Teams — Macros that include team assignment depend on properly configured team structures. See Teams.