How to edit and delete macros

You will learn

Learn how to edit and delete macros and manage their categories in Klaviyo Helpdesk. Macros (previously called “quick responses”) are pre-written templates you can use when replying to SMS and web chat tickets.

Before you begin

This guide covers different options for managing your Helpdesk macros. If you're looking for more information on creating a macro, check out how to create and use macros.

Edit a macro’s content or status

Editing a macro allows you to:

• Change the title.
• Modify the message content.
• Choose a different or new category (“tag”).
• Update the status (active or inactive).

Note that a macro's status determines if it appears in the quick insert menu within a ticket and can therefore be inserted into a message using the quick insert feature. Active macros can be inserted in a ticket reply, while Inactive macros cannot.

To edit a macro:

1. In Klaviyo, navigate to Service > Helpdesk.
2. Click Settings in the left navigation.
   

3. Select Macros in the settings navigation.
   

A list of your account's macros will appear.

1. Locate the macro you wish to edit. Use the search field to find a macro by its title or message content.
2. Click the three dots (additional options) menu next to the macro, then select Edit.
   

3. Modify the macro's title, message content, category, or status as needed.
   

4. Click Save.

Delete a macro

Deleting a macro permanently removes it from Klaviyo. If you instead want to temporarily disable a macro (i.e., remove it from the quick insert menu) and keep it saved, edit the macro’s status to Inactive.

To delete a macro, follow these steps:

1. Go to Service > Helpdesk in Klaviyo's main navigation.
2. Click Settings in the left navigation.
3. Select Macros in the settings navigation. This will display a list of all macros in your account.
   

4. Locate the macro you wish to delete.
5. Select the additional options (3 dots) menu, then click Delete.
   

6. In the resulting modal, confirm you want to remove the macro by clicking Delete.

Edit or delete macro categories

You can rename or delete the tags you've assigned as macro categories. Support users can edit macros but cannot rename or delete tags. If you have the Support role, ask an Owner, Admin, or Manager to make these category changes.

The categories assigned to your Helpdesk macros organize them within the macro quick insert menu in tickets, making it easier to locate the correct one.

Deleting a tag removes it from all associated items, not just the macro you're working on. To change the category for only 1 macro, edit that macro's category instead.

To edit or delete a macro category:

1. In Klaviyo, click your organization name in the bottom left corner.
2. Select Settings.
   

3. On the Account settings menu, click Tags.
   

4. Locate the category ("tag") you want to edit or delete.
5. Click the three dots next to the tag, then choose an option:
   • Select Edit, enter the new name, then click Update tag.
   • Select Delete, review the warning, then click Delete tag to confirm.
     

Additional resources