QuackbackMacros (Saved Replies)
A macro is a saved reply that an agent inserts with one click, often with placeholders for the customer's name and other details. Many help desks let a macro also run actions, such as tagging, assigning or closing the conversation.
What are macros?
Macros, also called saved replies or canned responses, store the answers your team writes over and over. A good macro is a starting point, not a script. It fills in the customer's name and the right details, and the agent adjusts it before sending.
Macros with actions go further. One click can insert the reply, tag the conversation "billing", assign it to the finance team and snooze it for two days.
Keeping a macro library useful
Write macros from real replies your best agents already send. Name them so they're easy to find while typing. Review them after product changes, because an outdated macro spreads a wrong answer at speed.
Watch which macros get used most. A macro used dozens of times a week points to a question that a help article, a product fix or an AI agent could handle instead.
Macros in Quackback
Quackback macros combine a reply body with placeholder variables and a bundle of actions, such as assign, tag, snooze or close, that run when the macro is applied. Each macro is scoped to support, feedback or both, so the same library helps when replying to customers and when responding on feedback posts. Macros are on every plan.
Common questions
What is a macro in customer support?
A macro is a saved reply an agent inserts with one click, usually with placeholders for customer details. Many help desks let a macro also tag, assign or close the conversation.
Are macros the same as canned responses?
Mostly. Canned responses are saved text. Macros often add actions that run alongside the reply, such as setting a tag or changing the status.
Have another question? Talk to the team.