With Papo (https://papo.global/), Macros let you run a set of repetitive actions — such as tagging, transferring, and archiving — on a conversation with a single click, reducing manual work and ensuring consistency in service.
Macros are shortcuts that apply a predefined sequence of management actions to one or more conversations. Instead of making three or four clicks to organize a service interaction, the agent triggers a single Macro and the platform executes everything at once.
Summary: Macros, Quick Replies, and Automation Rules
| Tool | What it does | When to use |
|---|---|---|
| Macros | Runs a set of manual actions with one click (tag, assign, close). | To apply a standard workflow to a specific conversation during human service. |
| Quick Replies | Inserts a predefined block of text into the conversation. | To answer frequently asked questions quickly, without typing the same text multiple times. |
| Automation Rules | Runs actions automatically based on triggers (e.g., new message). | To automate processes that do not need manual intervention, such as assigning a new lead to a team. |
What are Macros?
Macros are “recipes” of actions that can be applied to one or more conversations with a single command. They are designed to automate manual and repetitive tasks that agents perform inside the inbox.
While Quick Replies focus on speeding up communication (by inserting text), Macros focus on speeding up management (by executing actions on the conversation).
The most common actions that can be included in a Macro are:
- Add or remove tags (labels): To categorize the conversation (e.g., “Hot Lead”, “Tier 2 Support”, “Feedback”).
- Assign the conversation: To forward the service to a specific agent or team (e.g., “Sales”, “Finance”).
- Change the conversation status: To mark a conversation as “Pending” or “Resolved” (closed).
- Add an internal note: To leave a comment for other team members.
By combining these actions, you create fast, error-proof workflows for common everyday situations.
How to create a Macro in Papo
Macro creation is centralized, allowing administrators to configure shortcuts for the entire team.
- Go to Settings: Navigate to the settings panel of your Papo account.
- Find the Automations section: Look for the “Macros” option under “Automations”.
- Create a new Macro: Click the button to add a new Macro. You will need to define:
- Macro name: A clear, descriptive name that helps agents understand its purpose. For example: “Qualify and send to Sales” or “Close and mark as resolved”.
- Actions: Select from the list of available actions what the Macro should do. You can add multiple actions that will be executed in sequence. For example, for the Macro “Qualify and send to Sales”, the actions could be:
- Add tag: “Qualified Lead”
- Assign to team: “Sales”
- Save the Macro: After configuring the actions, save the Macro so it becomes available to agents.
How to apply a Macro to a conversation
Once Macros are created, agents can easily apply them during service without leaving the conversation screen.
- Open the conversation: Select the conversation to which you want to apply the actions.
- Find the Macros menu: Inside the conversation interface, usually near the tag or assign options, there will be a button or menu for “Macros”.
- Select the desired Macro: Click the button and a list of all available Macros will appear. Choose the one that matches the action you need to perform.
- Confirm the application: The platform will immediately execute all actions configured in the selected Macro. For example, when you click the Macro “Close and mark as resolved”, the conversation will be tagged and its status will automatically change to “Resolved”.
This feature can also be used in bulk. In some platform views, you can select multiple conversations and apply the same Macro to all of them at once, further optimizing the management of a large volume of service interactions.
Who Macros are useful for
- Service agents who need to execute standardized routines quickly, without wasting time on repetitive clicks.
- Supervisors who want to ensure that triage, categorization, and closing processes are followed consistently by the entire team.
- High-volume conversation operations, where agility in organizing the queue directly impacts response time and customer satisfaction.
Frequently asked questions
What is the difference between Macros and Quick Replies?
The main difference is in what each one does. Quick Replies insert blocks of text into the message box to speed up typing. Macros execute a set of management actions on the conversation, such as tagging, assigning to a team, or closing the service. One does not replace the other — they complement each other.
Can I apply a Macro to multiple conversations at the same time?
Yes. In some Papo screens, you can select multiple conversations and apply the same Macro to all of them at once. This is especially useful for bulk archiving, tagging a group of service interactions, or redistributing conversations among agents.
In what order are the Macro actions executed?
Actions are executed in the order in which they were configured during Macro creation. For example, if you define “Add tag” first and then “Assign to team”, the tag will be applied before the transfer.
Can I edit a Macro after creating it?
Yes. You can access the list of Macros in settings, select the one you want to change, and modify its name or actions. The change takes effect immediately for all agents.
Do Macros work in conversations from any channel?
Yes. Because Papo’s inbox unifies channels such as WhatsApp, Instagram, Facebook, Telegram, SMS, and email, Macros can be applied to conversations from any origin, without distinction.
Is it possible to undo the application of a Macro?
Applying a Macro is immediate and cannot be undone automatically. However, you can manually reverse each action (remove the tag, reassign the conversation, reopen the status) if necessary.
Read also
- What is Super Chat and how to use commands to speed up tasks in the CRM
- How to configure conversation assignment by agent skill with teams and rules in Papo
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