There can be certain actions, which your support team keeps repeating. To save their time you can create prepared responses or actions and let your team use these instead of having to go through the whole process every time.
Macros (or canned or predefined responses) are a fast way of answering your customers needs. They also help you achieve consistency in replies from various support team members.
Learn more about Canned messages in LiveAgentBack to Glossary
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