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Learning Objectives

After completing this unit, you’ll be able to:

  • Describe how macros can help improve agent efficiency.
  • Create a macro to include a canned response in a case.

Introduction to Using Macros in

In the previous unit, we reviewed how rules can be used to trigger workflows in to automate events to happen without the agent having to manually initiate them. We learned how different rule types work for different scenarios, and we went over best practices around how to configure rules in

In this unit, we discuss how to respond to customers faster using macros. We also review what canned responses are all about and how you can use macros to auto-populate fields.

What Is a Macro?

Great question. Macros are an amazing tool. Macros are essentially shortcuts in that, when used right, save your agents a ton of time. You can perform multiple actions with one click using macros. Here are a few examples of actions that a macro can take:

  • Change case status
  • Add case labels
  • Add articles
  • Add quick replies
  • Set custom field values
  • Set case description
  • Set an assigned user or assigned group
  • Add case notes

And much more. Let’s take a closer look at how to create macros and what they can do.

Creating a Macro

Consider the following scenario, where a macro proves to be most useful and efficient:

Andrej’s team receives a lot of feedback from customers around the world, sharing feedback on their products and ideas of enhancements they would like to see. With a macro, Andrej can establish a canned response, where the team can respond to these cases in the exact same way.

Let’s build this Macro for the team.

  1. Within the Admin Console, click cases.
  2. Then on the left panel click Macros.
  3. Click Add Macro.

    add a macro

  4. Name: Feedback.
  5. Click Add.
  6. Select the following actions:
    1. Append Labels: Feedback (Create new if label is not already created)
    2. Set Priority: 3
    3. Set Status: Resolved
    4. Add Quick Reply: Thank you for taking time to provide us your valuable feedback!
    5. Append article: Feedback Article (create new if article is not already created)
    6. Enabled: On

    selecting actions



You can control who has access to use this macro by configuring macro permissions. In the Permission to this Macro, you can select all users, choose a specific user group, or choose a single specific user. You just created your first macro. Now how can you use it?

Using a Macro

Using macros is easy. Just open the case you want to apply the macro to, and choose the macro from the Use Macro list. You may have a lot of macros, but as soon as you start typing the name of the macro, the list will start filtering results to show you matching macros.

matching macros

After you select the macro we configured above, the case looks like this:

macro case

  1. Status, priority, and label were changed as we configured our macro.
  2. The quick reply text appears in the reply box so your agent doesn’t need to type it out.
  3. The reply box also contains any content you entered to the article that you appended to the macro.

Macros are easy to use, but powerful. What if Andrej needs to apply this macro to hundreds of cases? That’s where using macros in bulk really saves time.

Macro in Bulk

You can help turn your agents into super-efficient agents using macros across multiple cases at once, using the bulk manage interface. To access this interface, click on a selected filter. Select a case by checking the checkbox to the left of it (1). Select <insert name of the macro> in the Use Macro dropdown, select your macro to append it (2). You can see, as highlighted below, that the values changing with this macro are status, priority, and labels (3). Finally, click Update & Reply to run the macro (4).



If your macro is adding a quick reply, then you can’t apply it in bulk if you select cases that come from different channels (email case, phone case, and so forth).

apply macro in bulk

Now that saved us some time, awesome job.

Liquid in Macros

Sometimes it comes in handy to include specific customer and case information in your response to the customer. Perhaps you want to display the case ID and customer name in your reply. You can use Liquid, a templating language, to create a more personalized response to the customer, while still taking advantage of the benefits of using macros.

What Is Liquid and How Can You Use It?

It's quite simple. Think of Liquid as mail merge for When you use the Liquid variable, the value of that field shows up in its place. You can use Liquid in on a page, or within an interaction or data field. Check out all the Liquid variables available in

This is great, because you use Liquid variables to include specific case information in your response to the customer.

Let’s check out an example.

Imagine you want to use a macro that sends a quick reply to a customer, which includes the customer Name and case ID. The quick reply could look like this:

        Hey {{}},
        Thank you for taking time to provide us with your valuable feedback!
        For your reference, your Case ID is: {{}}
        — Awesome Customer Response Team

In this example, if the customer name is Kate Middle School, and the case ID is 627, then the resulting response to the customer is:

        Hey Kate Middle School,
        Thank you for taking time to provide us with your valuable feedback!
        For your reference, your Case ID is: 627.
        — Awesome Customer Response Team

The variable {{}} pulls the customer name from your customer tab on the case, while the variable {{}} displays the number of the case. Pretty neat.

Reporting on Macros gives you the tools you need to track how all your awesome macros are being used. You’re able to see statistics for macros applied to all cases for the time period specified by your report. This helps provide you with interesting metrics, and it also helps you quickly see which macros are not used. This shows you macros that might need tweaking to make them more useful to your agents.

Before we look into how Macro reports are run and used, it’s worth mentioning that there’s a quick way to get an at a glance view of where your macro usage. At Admin > Cases > Macros > Edit any Macro. In the top-right corner, you see a summary of usage—displaying Lifetime, 30 days, and 7 days.

summary of usage

For more detail, we can view the macro report.

If you haven’t heard of our reporting tool in, Business insights, then we highly recommend that you read the Toolkit module. Business insights gives you the ability to run a macro report. Access this at Business Insights > Dashboard Report (1) > Macros (2).

business insights dashboard report

This report displays a chart grouped by channel (email, phone, Facebook, and so on). You can select which channels to display, by clicking their names at the top of the graph.

case level reports

Below the graph, you can find the case level reports for each macro available for the time period you ran it for.

time periods

You can access some interesting statistics from here, including the:

  • Number of times each macro was applied
  • Average handle time for all cases, where the macro was applied
  • Number of cases reopening, where the macro was applied
  • Number of cases resolved without an outbound response, where the macro was applied

Let's Sum It Up

We’re at the end of another Trailhead module. We’ve shown you all sorts of great tools to help you maximize your agents’ time when working their cases. You can automate how events are triggered and how each case is handled using rules, autoresponders, and macros. These tools reduce the amount of manual work your agents need to do to manage cases. It’s a true win-win for everyone involved, including your customers who can appreciate how swiftly you handle their requests.

Time Estimate