Three tools help you answer the same questions faster. Shortcuts are saved snippets you pick from the Shortcuts tab. Shared replies are a library the whole team uses. Action macros do several things to a conversation in one click.
Where to find them
Open a conversation. Above the reply box you'll see two small buttons on one line: Shared replies and Action macros. Each opens a window. Shortcuts are on the Shortcuts tab above the reply box: pick one and its text is placed in your reply.
To add or edit them, open the window and choose Manage, or go to Settings → Shared replies (the Saved replies and Action macros tabs). Shortcuts live under Settings → Widget → Shortcuts.
Use a shared reply
- Open the conversation and click Shared replies.
- Search for the reply by name or its
/shortcut, then click it. - Read the preview. Names such as the visitor's and yours are filled in for you; if one is missing you are asked to type it.
- If your reply box already has text, choose whether to add the reply after it or replace what you wrote.
- Click Insert reply draft, check the text in the reply box and press Send.
Shared replies can use three placeholders: visitor.name, agent.name and site.name. The reply is never sent for you.
Create a shared reply
- Go to Settings → Shared replies → Saved replies and click Create shared reply.
- Give it a name and a
/shortcut, write the text and save. - Every edit is kept as a version, so you can see who changed what and go back to an earlier one.
Use an action macro
An action macro is a short recipe. Its steps can tag or untag the conversation, assign it, take or release it, close or reopen it, set a custom field, set a reminder, add a private note, or send a reply.
- In a conversation, click Action macros and choose a macro.
- Click Preview macro. You see every step in order, with any blanks to fill in.
- Confirm. The steps run one after another, and the result is recorded in the macro history.
If something goes wrong halfway, Frosvo shows what already happened and never repeats a step that was completed.
Create a macro
Go to Settings → Shared replies → Action macros, click New macro, name it, add steps in the order you want, and save. Archive a macro instead of deleting it: past results stay in the history.
Common problems
- The buttons are missing. They only show in the Reply tab, and macros are hidden while you are viewing a workspace through support access.
- I can't create one. You need to be an owner or have the Automation permission. See roles and your team.
- A macro asks for a value. It contains a placeholder; type the value and preview again.
Need wording to start from? See the free canned response templates. Related: work conversations in the inbox, and automate routing and replies.