Most support questions repeat: order status, return policy, shipping delays. A macro is a response you write once and reuse in one click, so your team answers the same question the same good way every time, without retyping it. Variables let the same macro still feel personal, by pulling in the real customer’s name and order details each time it’s used.
Creating a macro
- Go to Settings → Macros (Admin/Manager).
- Click Create macro.
- Enter a name in Macro name. This is for your team only, the customer never sees it (e.g.
Return instructions). - Write the response in the Content field.
- Insert any variables you want (see below), then click Create macro to save.
Inserting variables
While writing the content, click Insert variable above the field and pick one. It’s added as a chip, shown as {variable_name}. Here’s what each one actually pulls in:
{customer_first_name}: the customer's first name.{customer_last_name}: the customer's last name.{agent_name}: the name of the agent sending the reply.{order_id}: the customer's most recent order number.{order_created_at}: the date that order was placed.{order_value}: that order's total, formatted as currency.{order_delivery_status}: that order's fulfillment status (e.g. Fulfilled).{order_tracking_number}: the tracking number for that order's shipment, if available.{order_tracking_url}: a link to track that order's shipment, if available.{order_shipping_address}: the shipping address on that order.
These resolve automatically when the macro is used in a reply. You never type the braces yourself, and if a value isn’t available (e.g. no order on file), the raw placeholder is left as-is.
Using a macro in a reply
Type / in the reply box to search macros by name, or click the Macros button in the toolbar. See Replying for the rest of the reply box.
Editing & deleting
From Settings → Macros, click Edit on a macro to change it, or use the dropdown next to it for Delete macro. This asks you to confirm first.