Canned responses and macros
Most support volume is the same twenty questions. Canned responses answer them in one keystroke, and macros do the three or four other things that always follow the answer.
What you can save and reuse
Saved replies with a shortcode
Write the answer once, give it a short code, and any agent can insert it mid-reply without leaving the conversation.
Macros that do several steps
A macro can add a label, change the status, assign the conversation, send a reply and add a private note — in the order you set, from one click.
Templates where the channel needs them
On WhatsApp, approved templates sit in the same reply box, so an agent picks the right one rather than remembering which messages are allowed.
Read next
Unified inbox
Every channel in one list, with statuses, priorities, labels, private notes, mentions and search across conversations, contacts and articles.
Automation rules
Trigger on conversation and contact events, check conditions, then assign, label, reply or notify — without writing code.
WhatsApp template manager
Create templates, submit them to Meta, follow approval status, and manage variables and multiple WhatsApp business accounts.