Save Time With Macros (Saved Replies + Actions)
Macros are saved replies with optional actions, such as assigning a conversation or moving it to an inbox, that you apply to any Engage conversation in a couple of clicks.
Saved Replies + Actions = Macros
If you answer the same questions again and again on your social profiles, macros cut your team's response time. You save a reply once and reuse it instead of typing it out each time. A macro can also run actions for you, so there are fewer manual steps per conversation.
Who Can Do This?
Creating, editing and deleting macros: Primary Owners, Owners and Admins.
Using macros: every user in the space can use a macro in Engage, unless the macro is shared only with specific users or user groups, or set to Only me.
Where a macro shows up: a macro limited to certain profiles under Available on shows up only in conversations from those profiles. On conversations from other profiles, it's hidden from the Macros list in Engage.
Macro limits: You can create up to 2,000 macros per organization.
How Do I Create A Macro?
Go to Settings → Macros (Saved replies).
Click Add macro in the top right corner. The Create macro page opens.
Enter a recognizable name in the Reply name field.
Write or paste your reply in the What is your common reply field.
Click Add a new action and choose what happens to the conversation when the macro is applied (optional). See the full list of actions below.
Under Available on, pick the profiles or profile groups this macro is for (optional). Leave it on All profiles to use the macro on every profile.
Select the Folder to create the macro in (optional).
Under Share access with, choose All team members, Specific users / user groups or Only me (visible only to you).
Click Create.
The first time, Share access with starts on All team members. After that, Statusbrew remembers the option you chose the last time you created a macro in this space and selects it for the next one. This is remembered for you only; your teammates' choices don't change it. Editing an existing macro doesn't change what's remembered.
Personalize replies with name placeholders: {{first_name}}, {{last_name}} and {{name}} fill in the recipient's name or username. Copy them from the hint under the reply field.
Actions You Can Add To A Macro
Reply actions: Send a private message
Comment actions: Hide comment, Unhide comment, Delete comment
Conversation actions: Assign conversation, Close conversation, Add watchers, Move to Team Inbox, Mark as priority
Tag actions: Add tags, Remove tags, Add tags to contact, Remove tags from contact
Notification actions: Slack Alerts, Send notification, Send email, Send email to external users, Microsoft Teams Alerts
Custom fields: Update conversation, Update contact
Organize Macros In Folders
To create a folder, click the arrow next to Add macro and select Create folder. To add a macro to a folder, click More (three dots) next to the folder and select Add macro. The Create macro page opens with that folder already filled in. The same menu has Edit folder and Delete.
How Do I Limit A Macro To Certain Profiles?
Use Available on when a reply only makes sense for some profiles, such as a store-specific answer or a reply in one region's language. The macro then shows up only in conversations from those profiles, so your team doesn't pick the wrong one.
Go to Settings → Macros (Saved replies).
Click Add macro, or click More (three dots) next to an existing macro and select Edit.
Click the Available on field. Frequently used profiles and your Profile groups are listed first. Type a name to search every profile in the space.
Tick the profiles or profile groups you want. Each one appears in the field; click its X to remove it.
Click Create for a new macro, or Update to save your changes.
Leave Available on empty (it shows All profiles) to use the macro on every profile. Macros you created before this option existed have no profile limit, so they keep working everywhere.
See Where Each Macro Is Available
The macro list in Settings → Macros (Saved replies) has two columns: Name and Available on. The Available on column shows where each macro can be used, so you can check every macro's profile limit without opening it. Macros with no profile limit show All profiles.
How Do I Import Macros In Bulk?
If you already have a set of replies written, upload them all at once with a CSV file instead of creating them one by one.
What Your CSV Needs
Row 1 is the header. Column A reads name, Column B reads body. Keep it lowercase.
Column A: the macro name. Max 64 characters.
Column B: the reply text. Max 10,000 characters.
Up to 500 macros per upload, and up to 2,000 macros in total per organization.
You can use name placeholders in the body column. {{first_name}}, {{last_name}} and {{name}} are replaced with the first name, last name and full name of the person you are replying to.
Import Your Macros
Go to Settings → Macros (Saved replies).
Click Add macro in the top right corner.
Click Import macros at the bottom left of the Create macro page.
Click Download sample file to get a correctly formatted CSV with the header already in place.
Replace the example rows with your own macros and save the file in .csv format.
Back in Statusbrew, select a Folder to import the macros into.
Under Share access with, choose All team members, Specific users/user groups or Only me.
Click Upload CSV and select your file.
Click Create.
Imported macros contain reply text only. Actions like Add tags, Assign conversation, or Hide comment are not included in the CSV. To add actions, edit the macro after importing.
The Share access with setting applies to every macro in the upload. If different macros need different access, split them into separate CSV files.
How Do I Use A Macro In Engage?
Open any conversation in Engage.
Click Macros in the reply box. The Macros (Saved replies) dialog opens.
Search or scroll the list. Highlight a macro to preview its name, creator and reply on the right.
Click the macro you want. It's inserted into the reply box.
Click Reply to send your response, or Reply & Close to also close the conversation.
The list shows the macros shared with you that are available on the conversation's profile. A macro limited to other profiles under Available on is hidden here, and shows up only on conversations from the profiles you selected.
Use A Macro With Keyboard Shortcuts
Open any conversation in Engage.
Press s to open the Macros dialog.
Use Up and Down to preview your saved macros.
Press ↵ to select a macro.
Click Reply or Reply & Close.
For every shortcut in Engage, see Using Keyboard Shortcuts In Engage.
How Do I Edit Or Delete A Macro?
From Settings
Go to Settings → Macros (Saved replies).
Click More (three dots) next to the macro.
Select Edit, make your changes and click Update. To remove the macro, select Delete instead.
The macro list opens on Current space, which shows the macros assigned to the space you're in. To see more, click the filter icon next to the search icon above the list and pick an option:
Organization: Show all items in the organization.
Current space: Show items assigned to the current space.
From Engage
Open any conversation in Engage.
Click Macros in the reply box.
Click Manage macros. The Macros (Saved replies) settings page opens, where you can create, edit or delete macros.
FAQs
Do Macros Override The Automated Actions Of The Rule Engine?
No. A macro adds its actions to the conversation and doesn't override any existing action. You can also remove any action while you apply a macro.
Why Can't I Create Or Edit A Macro?
Only Primary Owners, Owners and Admins can create, edit or delete macros. Regular users can use macros in Engage but can't create or change them, whatever their Engage permissions.
If you need a macro created or changed, ask an Admin, Owner or Primary Owner.
Can I Create A Macro From Engage?
Not directly. In the reply box, click Macros → Manage macros to open Settings → Macros (Saved replies), then click Add macro.
Can I Keep A Macro Private?
Yes. When you create the macro, choose Only me. Only you can see and use it. You can also share a macro with specific users or user groups.
Can I Show A Macro Only On Certain Profiles?
Yes. Admins, Owners and Primary Owners can set Available on when they create or edit a macro in Settings → Macros (Saved replies). Pick profiles or profile groups, and the macro shows up only in Engage conversations from those profiles. Leave it on All profiles to use it everywhere.
Why Is A Macro Missing From The Macros List In Engage?
The macro is either limited to other profiles under Available on, or it isn't shared with you (Only me or specific users and user groups). Ask an Admin to check both. The Available on column in Settings → Macros (Saved replies) shows where each macro can be used, and Edit on the macro shows who it's shared with under Share access with.
Can I Download Or Export All My Macros?
No. Statusbrew doesn't have an export for macros. You can see every macro in Settings → Macros (Saved replies), and switch the filter to Organization to list the macros from all spaces.
Can I See Which Macro Was Used Or How Often?
No. Statusbrew doesn't track macro usage. To check whether a saved reply was sent, copy a distinctive phrase from it and search for that phrase in Engage.
Which Name Placeholders Can I Use In A Macro?
{{first_name}}, {{last_name}} and {{name}}. When you use the macro, they're replaced with the recipient's first name, last name or full name (or username).
Is There A Keyboard Shortcut For Macros?
Yes. Open a conversation in Engage and press s to open the Macros dialog.
How Many Macros Can I Import At Once?
Up to 500 per upload. If you have more, split them across multiple CSV files and import them one at a time. Your organization can hold up to 2,000 macros in total, so an import that would go past 2,000 stops at the limit.
Can I Add Actions To Macros I Import?
Not during the import. The CSV holds only the macro name and reply text. After importing, go to Settings → Macros (Saved replies), click More (three dots) next to the macro and select Edit to add actions.
Can I See Macros From Other Spaces?
Yes. Go to Settings → Macros (Saved replies), click the filter icon next to the search icon and select Organization to show all macros in the organization. Select Current space to see only the macros assigned to the space you're in.
Why Does A New Macro Start With Only Me Selected?
Statusbrew remembers the Share access with option you picked the last time you created a macro in this space. If you chose Only me last time, the next new macro opens with Only me too. Pick a different option before you click Create, and that becomes the new default for your next macro.
How Many Macros Can I Create?
You can create up to 2,000 macros per organization. When you reach the maximum, you'll see a message asking you to contact support. Anything you already have above a limit is kept, but you can't add more until you are under it.