Macro (Canned response)
A macro (or canned response) is a saved, reusable reply a support agent can insert into a conversation instead of typing the same answer again.
Macros store the answers your team sends over and over — refund steps, shipping updates, password resets — so a common reply is one click instead of a fresh paragraph. Good macros leave blanks for the customer's name and specifics so they do not read as obviously canned.
Macros speed up replies but can flatten tone if overused. AI-drafted replies are a more personalized alternative: instead of pasting a fixed block, the draft is written for the specific message in your saved voice.