Macro (Canned Response)
A saved, reusable reply template agents insert to answer common questions consistently and fast.
A macro is a stored snippet — sometimes with variables and triggered actions — that lets an agent answer a recurring question without retyping it. Used well, macros enforce accuracy and free agents to spend their attention on the parts of a reply that actually need a human.
There's no formula; the health signals are usage, edit rate, and the CSAT of macro-heavy replies.
What it hides: macros make it trivially easy to sound like a robot. A reply that is technically correct but obviously templated — especially on an emotional or complex issue — reads as "you didn't read my message." The failure mode is using a macro where the customer needed to feel heard. Track which macros correlate with reopens and low satisfaction.