# Macros

Macros let agents apply a group of actions to a conversation in one step. Use macros for repeatable workflows that require the same reply, labels, assignment, priority, or status change.

Macros are best for agent-controlled shortcuts. If a workflow should happen automatically based on conditions, use automation rules instead.

## Create A Macro

Go to **Settings -> Macros -> Add Macro**.

1. Give the macro a clear name.
2. Add the actions the macro should perform.
3. Save it.
4. Test it on a non-production conversation before team rollout.

Example macro: `Escalate to Billing`

* Add label `billing`.
* Assign team `Billing Support`.
* Add private note with required context.
* Set status to open.

## Design Rules

Good macros are predictable. An agent should know exactly what will happen before running one.

Avoid macros that:

* Resolve conversations without an agent review.
* Change assignment in surprising ways.
* Send long replies that should be personalized.
* Duplicate another macro with slightly different naming.

## Rollout

Train agents on when to use each macro. Put the most common workflows first and remove unused macros quickly. A short list reduces mistakes during busy shifts.

## Troubleshooting

If a macro appears to do nothing, check whether the agent has access to the target inbox, team, or action. Then review whether another automation rule immediately changes the same conversation after the macro runs.


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