A Quick Guide to Using Macros in Chats
From How to Use Macros to Real-Life Examples
Anna • Content Marketing Manager US Team
- Quick Tips
When you handle customer chats, you’ll be surprised how often you get the same questions over and over again, “When will my order ship?”, “I’d like to return this”, “Can you recommend a size?”, and so on.
Typing out the same answers every single time is inefficient. It makes chats longer, increases wait times for other customers, and ultimately worsens the customer experience while tiring out your team.
A smart way to solve this is with macros, by saving your most-used replies in advance, you can send them instantly with a single press of Enter and dramatically boost your chat efficiency. Here’s how:
1. Why Use Macros?
A macro lets you save frequently used phrases or replies and easily insert them whenever you need them. You can store not just plain text but also images, files, and clickable link buttons, making them incredibly versatile.
Here’s why macros are worth using:
Faster Responses: Cut down on repetitive typing and reply to customer questions much faster.
Better Customer Experience: Quick, consistent answers keep customers happy.
Reduced Workload: Free up agents to focus on more complex or high-priority issues instead of repetitive tasks.
2. How to Create Macros
In Channel.io, you can create macros easily in two ways:
Method 1: Add via Settings
Go to [ Channel Settings] → [Chat] → [Macros].
Click the ‘+ Macro’ button in the top right corner.
Enter a title and content for your macro and save, done!
Method 2: Save Directly from a ChatIf you’re chatting and think, “I’ll definitely use this reply again!”, you can turn it into a macro on the spot.
Hover your mouse over the message you sent.
Click the … (More) button that appears.
Select ‘Save as Macro’, the message will be copied straight into the macro editor for you to save.
3. Macro Use Cases
Not sure which macros to create first? Here are some ready-to-use templates for the most common situations. You can copy them as they are or tweak them to fit your brand’s tone and style!
Situation 1: Greetings / No Response / Closing
These are your basic macros for starting and wrapping up conversations with customers.
1) Greeting
Standard Greeting (the most basic opening message)
Hello [Customer Name], this is [Agent Name] from [Company Name].
Thank you for waiting!
Delayed Response Greeting (when replies are delayed due to busy period)
Hello [Customer Name], this is [Agent Name] from [Company Name].
Thank you for your message.
We’re currently experiencing a high volume of inquiries, so our response might be slightly delayed. We appreciate your understanding.
I’ll check your message and get back to you as quickly as possible.
2) No Response
When the customer hasn’t replied after your message
Hi [Customer Name], did you get a chance to review my previous reply?
If you have any other questions, feel free to let me know anytime!
3) Closing
Standard Closing (when the chat wraps up smoothly)
I hope the information was helpful.
If you have any more questions later on, don’t hesitate to reach out.
I’ll close this chat for now.
Hope youhave wonderful day, thank you!
Long-Term No Response Closing (when the customer hasn’t responded for a while and you need to close the chat)
I haven't heard back in aw hile, so I’ll go ahead and close this chat for now.
If you have any other questions later, please reach out anytime, I’ll be happy to help!
Have a great day!
Situation 2: Frequently Asked Questions (FAQ)
Here are macro templates for common inquiries about shipping, cancellations/returns, and product questions.
1) Shipping Inquiries
Q. When will my order ship if I place it today?
Hello [Customer Name], orders usually ships within 1–3 business days after payment is completed.
For exact shipping details, please also check the product page for more information.
Q. My order still hasn’t arrived.
I’m very sorry for the delay and inconvenience.Let me first check the current shipping status and get back to you right away.Could you please share your order number or your name and contact information? I’ll check this for you as soon as possible.
2) Cancellation / Exchange / Return / Refund Inquiries
Q. I’d like to cancel my order.
If your order hasn’t shipped yet, you can cancel it via [My Page → Order History].
If it’s already shipped, I can help you submit a return request instead. I’ll check your order status and guide you through the next steps.
Q. I’d like to return or exchange an item.
If it’s within 7 days of receiving the item, you can request a return or exchange through [My Page → Order History].Here’s how the process works:[Request → Courier Pickup → Product Inspection → Return/Exchange Processed]If you have any other questions, feel free to ask anytime!
Q. When will my refund be processed?
Refunds are processed once the returned item is received and inspected.Depending on your payment method, it usually takes about 2–5 business days for the refund to be completed.Please note that it may take a bit longer depending on your card issuer or payment provider.
3) Product Inquiries
Q. Will this item be restocked?
Hello [Customer Name], unfortunately we don’t have a confirmed restock date yet for this product.However, you can sign up for a restock alert to get notified by text or app notification as soon as it’s back in stock.We recommend using the [Restock Alert] button on the product page!
Q. Can you recommend a size?
In general, customers who usually wear size ○○ tend to choose size ○○ for this item.
Please note that fit can vary depending on body type and styling preferences.
You’ve now seen what macros are, how to create them, and ready-to-use templates for common situations.
Start by using these examples and customize them to perfectly fit your store and customers.
It might feel like a small change, but it’s one of the most effective ways to boost agent efficiency and customer satisfaction at the same time.
If you have any questions about using macros or Channel Talk, feel free to chat with us!