Use macros and article suggestions
Insert a macro
1. Open a conversation and choose **Use macro** in the composer.
2. Search for a relevant macro and read its preview.
3. Select **Insert macro**.
4. Replace or complete any customer-specific placeholders.
5. Review any action chips queued with the text, then send the finished reply.
Review queued actions
A macro can include follow-up actions such as assignment or resolution. Insertion adds text and queues those actions; they run only after a successful send. Review or remove action chips before sending if they do not fit this conversation. Saving a macro does not apply its actions to an existing conversation.
Maintain team macros
Use **Manage macros** when your role allows it. Give each macro a clear title, category, language, and shortcut when useful. Select where it is available and who can use it. Keep reusable policy and instructions separate from case-specific order or payment facts.
Insert an article
Choose **Insert an article**, search the Help Center, and preview the result. Use **Insert article** to prepare it in the composer, then check the text and link before sending. Article eligibility depends on its publication, visibility, and the current conversation audience.
Keep answers accurate
Do not tell a customer an order is complete, a refund was sent, or a balance was changed just because a macro says so. Verify the underlying record and adapt the answer. Correct the source article or macro when the same inaccurate wording keeps appearing.