Customer service agents can use macros to quickly insert predefined messages when responding to common questions or situations in the ticket chat. Macros are used for recurring replies that follow the same wording or structure.
For example, sending a message to the end consumer confirming that a refund has been approved can automatically move the ticket to a finance status, removing the need for the agent to update the status manually.
This keeps communication consistent across teams and reduces the need to repeatedly type the same responses.