Relayby Switch Labs
Back to User Guide

Using Macros

Apply macros quickly to respond to tickets faster.

Applying a Macro

From Ticket View

  1. Open a ticket
  2. Click the Macros button (or press M)
  3. Select a macro
  4. Review and send

Keyboard Shortcut

Press M to open macro search, then type to filter.

Search Macros

Type in the macro dropdown to search by:

  • Macro name
  • Category
  • Keywords in content

Preview Before Applying

When you select a macro:

  1. Preview pane shows expanded content
  2. Variables are filled with actual values
  3. Actions are listed below the text
  4. Click Apply or press Enter to use

Editing After Apply

After applying a macro, you can:

  • Edit the inserted text
  • Remove or modify actions
  • Add additional content

The macro is a starting point, not a locked response.

Macros with Actions

When a macro includes actions:

What Happens

  1. Text is inserted in reply box
  2. Actions queue in the ticket
  3. When you Send, actions execute

Order of Operations

  1. Reply sends to customer
  2. Status changes apply
  3. Tags add/remove
  4. Assignment changes

Canceling Actions

To remove queued actions before sending:

  • Click the X on each action badge
  • Or clear all and start fresh

Frequently Used Macros

Your most-used macros appear at the top of the list. The system learns from your usage patterns.

Pin Favorites

Pin macros for quick access:

  1. Hover over macro
  2. Click pin icon
  3. Macro appears in "Pinned" section

Combining Macros

You can apply multiple macros in sequence:

  1. Apply first macro
  2. Position cursor where you want next content
  3. Apply second macro
  4. Text inserts at cursor position

Useful for combining a greeting + body + closing.

Macros in Bulk Operations

Apply macros to multiple tickets:

  1. Select tickets in inbox
  2. Click Bulk Actions
  3. Choose Apply Macro
  4. Select macro
  5. Confirm

Note: Text content is NOT sent in bulk operations—only actions execute.

Tips for Efficient Use

Learn the Shortcuts

  • M - Open macro search
  • Type to filter
  • Arrow keys to navigate
  • Enter to apply

Name for Searchability

Name macros so you can find them by typing natural queries:

  • "Refund approved" → types "refund"
  • "Shipping delay" → types "ship"

Review Before Sending

Always read the expanded macro before sending. Variables may not fill as expected if customer data is missing.

← Creating Macros | Variables →