Macros

In short: A macro is a shortcut you apply to your reply in the ticket screen. There are two types: Static text inserts a fixed text, AI instruction lets aishaa write or rewrite a reply for this ticket based on your instruction. You manage macros per organisation or, as an Account admin, for all organisations in the account at once. You always check and send a reply with a macro yourself.

Where to find this

Managing: go to Organisation > Intelligence > Macros (Create reusable templates or AI-powered instructions to speed up your support workflow.). Choose the organisation at the top.

Using: open a ticket via Tickets and click the lightning icon Macros in the toolbar of the reply box.

Who: macros can be managed from the Team lead role. The Intelligence menu is shown from the Organisation admin role; a Team lead opens the page through a direct link they get from an Organisation admin. Macros can be applied to a ticket from the Agent role. A macro applies to one organisation or to the whole account.

The Macros page with the table with the columns Scope, Title, Type, Channel, Active and the content, and at the top right the buttons to add or delete a macro, menu Organisation > Intelligence > Macros.

The two types of macro

The overview

The page shows all macros of the account in a table:

Click a row to select it. The pencil icon at the end of the row opens the macro for editing. At the top right are a plus button (new macro) and a bin button (delete the selected macro). If there are no macros yet, you see No macros found.

Creating or editing a macro

1. Click the plus button, or the pencil icon next to an existing macro. The Macros dialogue opens.
2. Fill in the fields (see the table below).
3. Click Save. You see Macro saved successfully. Cancel discards your changes.

The Macros dialogue for editing a macro with the fields Scope, Title, Type, Channel, the AI instruction text box and the Active switch.

Deleting a macro

1. Click the macro’s row to select it.
2. Click the bin button at the top right.
3. Confirm in the Warning dialogue (Deleting cannot be undone!) with Delete!, or choose Cancel.

You see Macro deleted successfully. Replies in which the macro has already been used do not change.

Applying a macro in the ticket screen

1. Open the ticket and click the lightning icon Macros in the toolbar of the reply box.
2. The Macros dialogue opens (Choose a shortcut for the current response.). You only see macros that are active and fit the channel of your reply; AI instructions are at the top, followed by the static texts in alphabetical order. The type is shown below each title.
3. Click a macro.

The Macros dialogue in an open ticket with the subtitle Choose a shortcut for the current response and a list of macros, each showing the type AI instruction or Static text.

What happens next depends on the type:

• Static text: if your reply box is empty, the text becomes the reply. If there is already text, the macro is inserted at your cursor position.
• AI instruction: aishaa reads the instruction, your current draft and the conversation so far, including the actions carried out in the ticket. It recognises a message from an external party as such, not as a message from the customer. It writes a complete reply in the customer’s language, tailored to the channel (shorter and more informal for WhatsApp), without a closing or name; your signature stays in place. If your reply box was empty, the reply goes straight into the box and you see Suggestion is applied. If there was already text, a suggestion appears (We have a new suggestion you might like.) with the Ignore and Apply buttons, so your own text is not overwritten without you asking.

Check the result and send the reply yourself, see Replying to a ticket.

Good to know

• If there are no active macros for this channel, the dialogue shows No macros available.
• Only an Account admin can edit or delete an account-wide macro. Others see the notice Shared across the entire account at the top of the dialogue; the fields are then disabled and the bin button is greyed out.
• Even in an account with one organisation, an Account admin creates account-wide macros. A Team lead or Organisation admin can use those macros but not change them. If you want the team to manage macros themselves, have a Team lead or Organisation admin create them.
• An AI instruction uses the ticket’s data, not your knowledge documents or the instructions of your AI agents. If you want aishaa to do something structurally differently in its own proposals, change the AI agents or Knowledge documents.
• If an AI instruction does not produce a usable result, your current text stays unchanged. If something goes wrong, you see Sorry something went wrong.
• There is no keyboard shortcut or keyword to insert a macro; applying always goes through the Macros button.
• Macros are not automatic: aishaa never applies a macro itself. An agent or workflow does not use macros.

Related

• Replying to a ticket
• AI agents
• Knowledge documents
• Signatures
• Account and organisation: what belongs where
• Roles and permissions