How to create macros with ready-made replies to speed up support

Q: What is the difference between Quick Replies and Macros in Papo?

Quick Replies insert ready-made text blocks into the message box. Macros execute management actions on the conversation, such as tagging, assigning, or closing the service. They have different functions and can be used in sequence.

Q: How do agents insert a Quick Reply?

Inside the message box, the agent types a slash (/) followed by the configured shortcut. The platform automatically replaces the shortcut with the full text before sending.

With Papo (https://papo.global/), you speed up responses to common questions by creating Quick Replies to insert ready-made text with one click and Macros to perform management actions such as tagging, assigning, and closing conversations. The two tools complement each other: the ready-made reply speeds up communication, and the Macro standardizes the agent's workflow.

In practice, Papo separates the functions to keep the flow simple. Quick Replies are pre-defined text blocks, such as greetings, return policies, or plan prices. Macros are shortcuts that apply actions to the conversation, such as adding a tag or forwarding to another team. Used together, they reduce repetitive tasks and prevent service errors.

Summary: what to use at each moment

Resource	What it does	Example use	When to use
Quick Replies	Inserts pre-approved text into the agent's message box.	Type `/return-policy` to send the full policy text.	To answer frequently asked questions without writing everything from scratch.
Macros	Executes a set of management actions on the conversation, such as tagging, assigning, changing status, or adding a note.	Apply the “Qualify and send to Sales” Macro to tag and route the lead.	To standardize repetitive manual workflows inside the inbox.
Quick Replies + Macros	The agent inserts the ready-made text and then applies a Macro to organize the conversation.	Send `/appointment-confirmation` and apply the “Close and mark as resolved” Macro.	To resolve the question and finish managing the service in a few clicks.

What Quick Replies and Macros are in Papo

Quick Replies work as canned responses. They help maintain consistency in communication, reduce typing errors, and speed up average response time. Instead of typing the same information repeatedly, the agent calls the reply by a shortcut and sends the ready-made text.

Macros are recipes of actions. They do not insert text into the conversation, but they execute operational tasks that the agent would do manually. A single Macro can, for example, add the “Qualified Lead” tag, assign the conversation to the Sales team, and change the status to “Pending.” This ensures everyone follows the same process.

The two features are complementary. Papo's AI can also suggest Quick Replies during service, but the creation and organization of replies remain under the team's control.

How to create ready-made replies for frequently asked questions

Go to the Quick Replies area in your Papo account settings.
Create a new reply with two main fields:
- Shortcut: a short name to invoke the text, such as greeting, gold-plan-price, or exchange-policy.
- Message Content: the full text that will be sent to the customer, with links and formatting.
Organize into folders by theme or department, such as Sales, Technical Support, Finance, and Appointments. This makes them easier to find as the library grows.
Use in chat: in the message box, the agent types a slash followed by the shortcut, for example /greeting, and the platform replaces it with the full text.

How to create Macros to complement service

Go to Settings in your account and find the Automations section, where Macros are located.
Create a new Macro with a clear name, such as “Qualify and send to Sales” or “Close and mark as resolved.”
Define the actions the Macro should execute in sequence. Common actions include:
- adding or removing tags;
- assigning the conversation to an agent or team;
- changing the conversation status;
- adding an internal note.
Save the Macro so it becomes available to the whole team.
Apply it in the conversation: open the Macros menu inside the conversation, select the desired option, and confirm. In some views, you can select multiple conversations and apply the same Macro in bulk.

How to combine Quick Replies and Macros in daily work

The recommended flow is simple. When the customer asks a common question, the agent inserts the corresponding Quick Reply and sends the text. Then they apply a Macro to organize the conversation: tag it, assign it to the right team, or close the service. This combination reduces clicks, maintains standardization, and frees the agent to focus on the customer relationship.

If Papo has the Captain module configured, the AI can also suggest Quick Replies in real time by analyzing the customer's question. The agent remains in control: they can accept the suggestion, edit the text, or write a manual reply.

Who it makes sense for

This model is useful for operations with a high volume of conversations, support and sales teams, and companies that need to maintain a standardized tone of voice. It also works well for white label resellers: the reseller can centralize Quick Replies and Macros for its customers, reducing training time and ensuring all agents follow the same processes.

Frequently Asked Questions

What is the difference between Quick Replies and Macros in Papo?

Quick Replies insert ready-made text blocks into the message box. Macros execute management actions on the conversation, such as tagging, assigning, or closing the service. They have different functions and can be used in sequence.

How do agents insert a Quick Reply?

Inside the message box, the agent types a slash (/) followed by the configured shortcut. The platform automatically replaces the shortcut with the full text before sending.

Can I combine a ready-made reply with a Macro?

Yes. Because they are independent features, the agent can first insert the Quick Reply to answer the customer and then apply a Macro to organize the conversation. This does not do everything in a single click, but it greatly reduces manual work.

Can Macros be applied to multiple conversations?

Yes. In some platform views, you can select multiple conversations and apply the same Macro to all of them at once, optimizing the management of a large volume of service interactions.

Who can create and manage Quick Replies and Macros?

Creation is centralized. Usually, administrators configure Quick Replies and Macros for the whole team, while agents use the shortcuts during conversations.

Does Papo's AI also suggest ready-made replies?

Yes. When the Captain module is configured, the AI can suggest Quick Replies based on the customer's question, in addition to generating replies from the Knowledge Base. The agent reviews and decides whether to use or edit the suggestion.