Hey @Katie L! Great question.
What we’ve found helpful is tailoring macros based on the channel and tone:
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For emails, macros tend to be more formal and detailed since customers expect a polished, professional reply.
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For chat messages, keeping macros friendly, concise, and conversational works better to match the real-time nature.
A few tips:
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Use placeholders (like {{customer_name}}) to keep things personal.
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Avoid jargon or overly technical language unless you know the customer prefers it.
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Add a quick closing line that fits the tone—something like “Let me know if you need anything else!” for chats, and “Thank you for reaching out” for emails.
Would love to hear how others handle this too!
Thank you Nur!
Is it a safe assumption each macro is labeled as such? For example “MacroABC_email” and “MacroABC_chat” so you can differentiate between the two?
A follow-up to this question… how do other organizations manage the numerous macros for both email and chat? I’m trying to wrap my head around having lists and lists of macros. At what point is too many?
