Customizing Macros
By using Insta Actions like assigning tickets, adding tags, sending surveys, and closing conversations, along with tokens, attachments, and emojis, you can streamline and personalize responses for improved efficiency and engagement.
Start by Creating the Macro
To begin, create a macro by following the steps in the Macro Creation Guide.
Click the 3 Dots in the Message Section
When composing your message within the macro, click on the three dots to access customization options as follows:
1. Insta Actions
Insta Actions allow you to automate additional tasks when the macro is executed:
- Assign: Automatically assign the conversation to a specific agent or team.
- Priority: Set the conversation to priority.
- Tags: Add relevant tags to categorize the conversation.
- Last Order: Perform actions on the customer’s last order, such as:
- Cancel: Cancel the last order.
- Refund Full Amount: Refund the full order amount.
- Refund Shipping Amount: Refund only the shipping cost.
- HTTP Targets: Send data from Richpanel to external services (like CRMs) via HTTP targets.
- Close: Automatically close the ticket or conversation after the macro runs.
- Send Survey: Send a customer satisfaction survey when the conversation concludes.
2. Tokens
Tokens are placeholders that dynamically insert specific information into your message, such as
- First Name: %First Name%
- Order Number: %Order number%
- Order Tracking Number: %Order tracking number%
These tokens ensure each message is personalized with relevant data, saving time while maintaining a personal touch.
3. Attachments
You can include files or attachments in your macro. Simply select the file you wish to attach, such as a product guide, invoice, or manual, to enhance your communication.
4. Emojis
Add emojis to make your messages friendlier and more engaging. Use the emoji menu to select the ones you want to include in your macro.
