Canned responses and macros

Canned responses

A canned response is a saved reply you insert by typing / and its code.

Make one

1. Go to Settings → Canned responses and add one.
2. Give it a Short code, such as refund or hours.
3. Write the Message.
4. Save.

Use one

In the reply box, type / and a few letters of the code, pick it from the list, check the text, and send.

Keep them short and true. If your prices or policies change, update the canned responses the same day, and update Texa AI’s knowledge too.

Macros

A macro runs several actions on a conversation with one click. For example, an “Escalate to fraud” macro might add the label fraud, assign the Fraud team, set the priority to urgent and add a private note.

Make one

1. Go to Settings → Macros and add one.
2. Name it.
3. Add its actions in order: assign a person or team, add or remove labels, set the priority, send a message, add a private note, change the status, and more.
4. Choose who can use it: only you, or everyone.
5. Save.

Run one

Open a conversation, open Macros in its side panel, and choose the one you need. Texa Desk checks that you’re allowed to do every action in it.