How to create and use macros for Inbox tickets

You will learn

Find out how to create and use macros (previously called “quick responses”) in the Klaviyo Inbox. Macros are pre-written, reusable responses your support agents can insert into replies for SMS and web chat tickets.

Before you begin

There are a few important things to remember before using macros:

1. Before you can add a macros, you need at least 1 active message in your Inbox, either: 
   • 1 web chat.
   • 1 SMS from a subscriber. 
   • 1 Email message
2. Macros used in SMS tickets are billed the same as any other SMS message in your billing plan.

New to using tickets in the Klaviy Inbox? Check out our guide to the Klaviyo Inbox for more information.

About macros

Macros are designed to save your support team time by eliminating the need to repeatedly type responses to common inquiries. They’re helpful when customers frequently ask similar questions, and for standardizing consistent messaging and tone. 

You can create different macros for different types of support requests (e.g., shipping time, returns policy, or order status), and organize them by category. This makes it easy for your support team to quickly find and insert the right response for each customer ticket. 

Personalization supported in macros

Additionally, the macros you create can include profile and order personalization variables, which act as placeholders that automatically insert customer data each time the macro is used. Personalization variables streamline the support workflow, so agents don’t need to search for or manually enter customer information in every reply. 

Note that Klaviyo can only auto-populate customer data for the profile and order variables shown in the dropdown menus in the macro creation modal. These available options are listed and defined at the bottom of this guide in the Personalization available for macros section.

Create a new macro

To add a macro:

1. Navigate to Conversations > Inbox.
2. Click the gear icon to open your Inbox settings.
3. Select Macros.
   
4. Click Create macro. 
5. Click Add macro to open the creation modal.
   
6. Under Title, enter a name that reflects the macro’s purpose (e.g., Refund request)
7. In the Message body text box, input your message content. To further customize your response, you can:
   • Click the smile icon to add emojis.
   • Select the person icon to insert profile personalization (e.g., first name).
   • Click the package icon to insert order personalization (e.g., Order ID).
8. Open the Category dropdown menu to select an existing tag or create a new one. Tags are used to group similar macros by topic, like putting all shipping-related responses together, to help your support team quickly find the right macro.
9. Under Status, choose either Active or Draft.
   • Active means they can be inserted into messages from the quick insert menu in a ticket. 
   • Inactive means they cannot be inserted into a ticket and are hidden from the quick insert menu. Inactive macros can only be accessed from the Macros settings page.
     
10. Click Add to save the macro.

All macros you create are stored on the Macros settings page. Note that macros with order and profile personalization appear as personalization tags on this page. However, when used in a ticket reply, these tags will be replaced with the relevant customer data.

Insert a macro into a ticket

To use a macro in a ticket: 

1. In your Inbox, click into a ticket.
2. Click the lightning bolt icon below the reply field to open the macro quick insert menu.
   
3. Select the macro you want to use.
   
4. A preview modal appears when you select a macro, displaying any personalized content. If customer data for a personalization tag is unavailable, it will show as "No_[personalization tag]".
5. Insert the macro into the reply box by pressing Enter or the forward arrow key. Be aware that macros lacking customer data for personalization will insert a blank space.
   
6. Edit the response as needed in the reply field.
7. Click the send button.

Personalization (dynamic content) available for macros

Supported profile personalization

Profile personalization auto-populates properties from a user’s Klaviyo profile. The following profile personalization is supported in macros:

Supported order personalization

Order personalization in macros automatically fills in customer order details from Shopify. The following order data is supported in macros:

Additional resources

• How to edit and delete macros
• How to edit macro category names
• Guide to Klaviyo Inbox