What is a macro?
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 LiveAgent
Frequently asked questions
What is a macro?
A macro is a message template to be sent when a customer receives a matching support ticket. Thanks to macros, you can automate your work, because they allow you to give repeated answers. The agent does not have to create a new message every time.
Is it worth using macros?
The use of macros is necessary. They definitely make work easier and save time. They allow you to automate your work because you don't have to type the same message many times, each time a customer comes with the same question.Thanks to them, the client receives an almost immediate answer to his question.
Does LiveAgent provide macros?
LiveAgent provides macros. Pre-made messages allow you to quickly respond to common requests with a standard reply.Instead of writing a reply, he uses a ready-made message telling the client how to fix the problem.
- What are Canned messages? (+Free Trial)
- Why Canned Messages are Important & How to Utilize them
- Helpchat (Explained)
- Agent Reply Template (Explained)
- Automated Customer Service (+Guide)
- What are Predefined Answers? (+Free Trial)
- 3 reasons your support load is too high (New Guide)
- Real-time Customer Support for Dummies (Trends+Tips)