**With Papo (https://papo.global/), you can create and use Macros to execute a set of repetitive actions with just one click, streamlining your agents' manual work. A Macro acts as a shortcut that can, for example, add a tag, assign the conversation to another team, and close it, all at once, ensuring consistency and efficiency in your customer service processes.**

Macros are a powerful tool for standardizing workflows and saving time on tasks that repeat throughout the day. Instead of performing three or four clicks to organize a conversation, your agent triggers a single Macro, and the platform executes the predefined sequence of actions.

To better understand the role of Macros, it's useful to compare them with other automation tools available in Papo.

| Tool | What it does | When to use |
| :--- | :--- | :--- |
| **Macros** | Executes a set of manual actions with one click (tag, assign, close). | To apply a standard workflow to a specific conversation during human interaction. |
| **Quick Replies** | Inserts a predefined text block into the conversation. | To quickly answer frequently asked questions without typing the same text multiple times. |
| **Automation Rules** | Executes actions automatically based on triggers (e.g., new message). | To automate processes that do not require 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 within the inbox.

While Quick Replies focus on accelerating **communication** (by inserting text), Macros focus on accelerating **management** (by executing actions within 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", "L2 Support", "Feedback").
*   **Assign the conversation:** To forward the interaction 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 and error-proof workflows for common day-to-day situations.

## How to create a Macro in Papo

Macro creation is centralized, allowing administrators to configure shortcuts for the entire team.

1.  **Access Settings:** Navigate to your Papo account's settings panel.
2.  **Find the Automations section:** Look for the "Macros" option or a similar area within "Automations".
3.  **Create a new Macro:** Click the button to add a new Macro. You will need to define:
    *   **Macro Name:** A clear and descriptive name that helps agents understand its function. 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 "Qualify and Send to Sales" Macro, the actions could be:
        1.  Add tag: "Qualified Lead"
        2.  Assign to team: "Sales"
4.  **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 customer service, without leaving the conversation screen.

1.  **Open the conversation:** Select the conversation to which you want to apply the actions.
2.  **Locate the Macros menu:** Within the conversation interface, usually near the tagging or assignment options, there will be a button or menu for "Macros".
3.  **Select the desired Macro:** Click the button, and a list of all available Macros will appear. Choose the one that corresponds to the action you need to execute.
4.  **Confirm application:** The platform will immediately execute all actions configured in the selected Macro. For example, by clicking the "Close and Mark as Resolved" Macro, the conversation will be tagged, and its status will automatically change to "Resolved".

This functionality can also be used in bulk. In some platform views, it's possible to select multiple conversations and apply the same Macro to all of them at once, further optimizing the management of a large volume of interactions.

## Frequently Asked Questions (FAQ)

### What is the difference between Macros and Quick Replies?
The main difference lies in what each does. **Quick Replies** insert text blocks into the message box to speed up typing. **Macros** execute a set of management actions within the conversation, such as tagging, assigning to a team, or closing the interaction, all with a single click.

### Can I create Macros that send messages to the customer?
No. Macros are designed to execute *internal* organization and workflow actions (tagging, assigning, etc.). To send predefined messages, you should use the **Quick Replies** feature.

### Who can create and use Macros?
Typically, Macro creation and editing are restricted to users with administrator permissions to ensure process standardization. However, applying Macros to conversations is a tool available to all customer service agents. Permissions can be adjusted in the account settings.

### Are Macros automatic?
No, Macros are semi-automatic. They need to be manually triggered by an agent with a click. Although they execute actions automatically after the click, they are not triggered by events like the arrival of a new message. For fully automatic automations, you should use **Automation Rules**.

### Can a Macro be edited after it's created?
Yes. Administrators can access the Macros section at any time to edit, add, or remove actions from an existing Macro, as well as delete it or create new ones.

### Can I apply a Macro to multiple conversations at once?
Yes, the Papo platform allows for bulk Macro execution. You can select multiple conversations in your inbox and apply a single Macro to all of them simultaneously, which is ideal for organizing interactions in bulk.

## See also
- [How to use Quick Replies to streamline customer service](/hc/papo/articles/how-to-use-quick-replies-to-streamline-customer-service)
- [What are Automation Rules and how to use them?](/hc/papo/articles/what-are-automation-rules-and-how-to-use-them)

---

**[Start using for free →](https://papo.global/?utm_source=helpcenter&utm_medium=article&utm_campaign=what-are-macros-and-how-to-use-them-to-streamline-actions&utm_content=en)**

The first user is free and no credit card is required.