Macros (saved replies)
Save a reply once, insert it with a slash.
Inbox- Settings → Macros → New macro.
- Give it a name, the text, and a one-word shortcut such as hours.
- In any reply box type /hours and a space; the text is inserted and you can edit before sending.
A macro can also carry actions — assign, tag, close — that run when it is used.
Macros insert their text exactly as written; there are no placeholders to fill. So the ready-made macros under Settings → Macros are written from your own details: your operating hours, your booking link, your help centre, your address. One whose detail is missing says what to set first. Owners and admins also see Recommended macros at the top, with the reason each one fits, including “Save as a macro” for the question customers asked most that the AI Agent could not answer. Opening one fills the New macro form; nothing is saved until you save it. For your industry it adds a reply written for it, with no details of yours needed: aftercare tips for a salon, what to bring to a first visit for a clinic (and that you give no medical advice by message), large group bookings for a restaurant, sizing help for a shop, check-in times for a hotel, before the first class for a school, where we meet for tours, what happens on the day for home services, how we work for professional services.