# Saved replies, shared replies and action macros

Source: https://frosvo.com/docs/saved-replies-and-macros
Updated: 2026-10-21

Answer faster with shortcuts, a shared library of approved replies, and one-click action macros that tag, assign, remind and reply for you.

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

1. Open the conversation and click **Shared replies**.
2. Search for the reply by name or its `/shortcut`, then click it.
3. 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.
4. If your reply box already has text, choose whether to add the reply after it or replace what you wrote.
5. 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

1. Go to **Settings → Shared replies → Saved replies** and click **Create shared reply**.
2. Give it a name and a `/shortcut`, write the text and save.
3. 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.

1. In a conversation, click **Action macros** and choose a macro.
2. Click **Preview macro**. You see every step in order, with any blanks to fill in.
3. 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](/docs/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](/templates/customer-support-canned-responses). Related: [work conversations in the inbox](/docs/inbox), and [automate routing and replies](/docs/automation).

## Common questions

### Does inserting a shared reply send it straight away?

No. It is placed in your reply box as a draft. Read it, change it if you like, then press Send.

### Who can create shared replies and macros?

Owners, and team members whose custom role includes the Automation permission. Everyone on the team can use them.

### Can a macro send a message to the visitor?

Yes, if it has a reply step. You always see a preview of every step first, and nothing runs until you confirm.

### What happens if someone edits a shared reply while I'm using it?

Frosvo checks the version just before inserting. If it changed, you see the updated preview and decide again.