Every support team answers the same twenty questions most of the time. A macro saves that answer once, and a good one does more than paste text: it can carry attachments and run the steps that always accompany that reply.
Go to Settings → Inbox → Macros and click Add macro. Saved replies are called macros in Gleap. Give it a Name you'll recognise while typing quickly. The name is what you search for, so “Refund: outside 30 days” beats “Refund 2”.
Write the reply in Content, and type / to add variables where the text should adapt, such as the agent's name or email address. That keeps a macro personal without anyone editing it each time.
You can add Attachments too (images, documents, video, audio or PDF, up to 8 MB), which is what makes macros work for anything that comes with a form or a guide.
A macro can carry Actions that run automatically when it's used: apply a tag, set the status to Open or Done, close or archive the ticket, wait for the customer's reply and then archive, or run a workflow.
This is the part most teams don't set up and then wish they had. If every “we've passed this to engineering” reply is followed by the same tag and the same workflow, put those in the macro and they stop being forgotten on a busy afternoon.
Macros can be limited to particular teams and ticket types (Limit to teams and Limit to ticket types), so a billing team doesn't scroll past technical macros to reach theirs. Tags let agents filter the macro list while they reply. You can also decide whether a macro is yours alone or Visible to all users.
Personal macros are underrated. Something you use daily and nobody else needs is better kept out of the shared list, and a shared list of twelve good macros is worth more than sixty nobody can find their way through.
Teammates who can't open the settings can still keep personal macros: Add personal macro sits in the composer's macro list.
Macros go stale exactly like help articles, and more quietly: nobody reviews them, because they're not published anywhere. When a price, a policy or a screen changes, the macros mentioning it need the same pass as your documentation.
