Support AI Skill

Canned Response Macros

Provide agents with templated responses that auto-populate with customer-specific information including hierarchical macro organization, smart variables, A/B testing on effectiveness, and team collaboration on macro creation. Use when creating response temp...

Canned Response Library with Smart Macros

Provide agents with a comprehensive library of templated responses that automatically populate with customer-specific information, reducing response time while maintaining personalization and quality.

Workflow

1. Macro Library Organization

  1. Hierarchical macro structure:
   MACRO LIBRARY ORGANIZATION
   ==========================
   
   GREETINGS & OPENINGS (15 macros)
     • Standard greeting (formal)
     • Standard greeting (friendly)
     • Follow-up greeting
     • Escalated issue greeting
     • VIP greeting
     • Apology opening (for negative experiences)
     • After-hours greeting
   
   CLOSINGS (10 macros)
     • Standard closing
     • VIP closing (with direct contact)
     • Escalation closing
     • Survey request closing
     • Follow-up scheduled closing
   
   TECHNICAL RESPONSES (45 macros)
     • API troubleshooting — rate limiting
     • API troubleshooting — authentication
     • SSO setup guide (with links)
     • Webhook configuration steps
     • Data export options
     • Browser compatibility checklist
     • Cache clearing instructions
     • Integration setup — [each major integration]
   
   BILLING RESPONSES (25 macros)
     • Invoice explanation
     • Payment failure explanation
     • Refund policy
     • Plan comparison
     • Proration explanation
     • Tax invoice request
     • Upgrade/downgrade process
   
   ESCALATION & HANDOFF (10 macros)
     • Escalation acknowledgment
     • Handoff to specialist
     • Manager escalation notice
     • Investigation in progress
   
   POLICY & COMPLIANCE (15 macros)
     • Refund policy explanation
     • Data retention policy
     • GDPR response template
     • Terms of service reference
     • Service level commitment
   
   PRODUCT UPDATES (20 macros)
     • New feature announcement
     • Feature deprecation notice
     • Maintenance window notification
     • Version upgrade notification
   
   CUSTOMER EMPATHY (10 macros)
     • Acknowledgment of frustration
     • Apology for inconvenience
     • Appreciation for patience
     • Recognition of impact
   
   Total macros: 170+ (organized by category, searchable)
  1. Smart variable system:
   AUTO-POPULATING VARIABLES
   =========================
   
   CUSTOMER DATA:
     {{customer_name}} → "John Smith"
     {{customer_first}} → "John"
     {{company_name}} → "Acme Corp"
     {{account_tier}} → "Enterprise Pro"
     {{account_owner}} → "Sarah (your CSM)"
     
   TICKET DATA:
     {{ticket_id}} → "#12345"
     {{ticket_subject}} → "API timeout error"
     {{ticket_priority}} → "High"
     {{ticket_created}} → "January 15, 2026"
     
   PRODUCT DATA:
     {{current_plan}} → "Professional"
     {{plan_price}} → "$700/month"
     {{seats_used}} → "12 of 20"
     {{next_billing}} → "February 1, 2026"
     {{last_login}} → "January 14, 2026"
     
   AGENT DATA:
     {{agent_name}} → "Sarah Mitchell"
     {{agent_title}} → "Senior Support Specialist"
     {{agent_email}} → "[email protected]"
     {{agent_phone}} → "+1-555-0123" (VIP only)
     
   CONDITIONAL VARIABLES:
     {{#if VIP}}Your dedicated contact is {{agent_phone}}{{/if}}
     {{#if enterprise}}For priority support, use our enterprise line{{/if}}
     {{#if trial}}Your trial expires on {{trial_end}}{{/if}}
     {{#if overdue_invoice}}Your invoice #{{invoice_id}} for ${{amount}} is overdue{{/if}}

2. Macro Creation and Management

  1. Creation workflow:
  1. Quality standards:

3. Agent Usage and Optimization

  1. Macro search and insertion:

Templates & Frameworks

Macro Library Dashboard

MACRO LIBRARY DASHBOARD — January 2026
========================================

LIBRARY OVERVIEW:
  Total active macros: 178
  New macros this month: 12
  Updated macros: 23
  Deprecated macros: 5
  Draft macros (awaiting review): 7
  
  By category:
    Technical responses: 48 (27%)
    Billing responses: 27 (15%)
    Product updates: 22 (12%)
    Greetings/Closings: 25 (14%)
    Escalation/Handoff: 12 (7%)
    Policy/Compliance: 16 (9%)
    Customer Empathy: 11 (6%)
    Other: 17 (10%)

USAGE ANALYTICS (Last 30 Days):
  Total macro insertions: 8,920 (52.3% of all responses used macros)
  Average macros per response: 1.4 (agents often combine multiple macros)
  Unique macros used: 134 of 178 (75.3% utilization)
  Average response time with macros: 2.1 minutes (vs 4.8 minutes without)
  Time saved: 58% reduction in response composition time

TOP 10 MOST USED MACROS:
  Rank | Macro Name                    | Category  | Uses  | CSAT Impact | Time Saved
  -----|-------------------------------|-----------|-------|-------------|-----------
  1    | Standard greeting + empathy   | Greeting  | 2,340 | +0.2        | 3.5 min
  2    | API rate limit explanation    | Technical | 1,890 | +0.1        | 4.2 min
  3    | Invoice breakdown             | Billing   | 1,234 | +0.3        | 5.1 min
  4    | Standard closing + survey     | Closing   | 1,120 | +0.1        | 2.8 min
  5    | SSO setup guide               | Technical | 890   | +0.4        | 6.3 min
  6    | Refund policy                 | Policy    | 670   | +0.2        | 3.8 min
  7    | Webhook troubleshooting       | Technical | 560   | +0.3        | 5.7 min
  8    | Apology for delay             | Empathy   | 450   | +0.5        | 2.1 min
  9    | Plan comparison               | Billing   | 340   | +0.2        | 4.5 min
  10   | Feature announcement          | Product   | 230   | +0.1        | 3.2 min

MACRO EFFECTIVENESS:
  Macro responses CSAT: 4.4/5.0 (vs 4.3/5.0 non-macro) → +0.1 improvement ✓
  Macro responses resolution rate: 78% (vs 74% non-macro) → +4% improvement ✓
  Macro responses reopen rate: 1.8% (vs 2.3% non-macro) → -0.5% improvement ✓
  
  TOP 5 MOST EFFECTIVE MACROS (by CSAT impact):
  1. Apology for delay: +0.5 CSAT impact
  2. SSO setup guide: +0.4 CSAT impact
  3. Invoice breakdown: +0.3 CSAT impact
  4. Webhook troubleshooting: +0.3 CSAT impact
  5. VIP escalation notice: +0.3 CSAT impact

  MACROS NEEDING IMPROVEMENT (CSAT below average):
  1. "Automated response acknowledgment": 3.8/5.0 (too generic)
  2. "Standard policy denial": 3.6/5.0 (perceived as dismissive)
  3. "Generic closing": 3.9/5.0 (lacks personalization)
  
  RECOMMENDED ACTIONS:
  • Rewrite top 3 underperforming macros (assigned to content team)
  • Add conditional personalization to "automated response" macro
  • Test softer language for "policy denial" macro (A/B test planned)

TEAM CONTRIBUTION:
  Macro creators this month: 14 agents + 5 managers = 19 contributors
  Most active contributor: Sarah M. (4 new macros, 3 updates)
  Average review time: 1.2 days (target: <2 days) ✓
  
  SUBMITTED BUT NOT APPROVED:
  7 macros in review queue (avg age: 3.4 days — ⚠ exceeding target)
  Action: Assign additional reviewers to clear backlog

A/B TEST RESULTS:
  Test: "Invoice explanation" — Detailed vs Summary
  Winner: Summary with "View full invoice" link (CSAT 4.6 vs 4.2, p<0.01)
  Impact: 234 monthly uses → estimated +$3,400/month customer satisfaction value
  
  Test: "Apology" — Formal vs Empathetic
  Winner: Empathetic tone (CSAT 4.8 vs 4.3, p<0.01)
  Impact: 450 monthly uses → significantly improved recovery rate

Smart Macro Example

MACRO: "API Rate Limit Resolution"
Template ID: TECH/API/RATE-LIMIT-01
Category: Technical > API > Rate Limiting
Shortcode: api/ratelimit
Last updated: January 10, 2026
Author: Tom Richards
Reviewer: Sarah Mitchell

TEMPLATE:
Hi {{customer_first}},

I can see you're hitting our API rate limits. Here's what's happening and how 
to resolve it:

Current Status:
• Your account ({{current_plan}} plan) has a limit of {{api_limit}} requests/hour
• You've made {{api_usage}} requests in the last hour
• This triggered {{error_code}} errors for your last {{failed_count}} requests

To Resolve:
1. If you need higher limits: I can upgrade your API tier. Your current plan 
   supports up to {{higher_limit}} requests/hour at ${{upgrade_price}}/month. 
   Want me to process this?
   
2. If this is a one-time spike: The limit resets every hour. Your next window 
   opens at {{reset_time}}. I recommend implementing exponential backoff in 
   your code.
   
3. If this is a recurring pattern: Let me review your API usage patterns and 
   suggest optimization. Check our best practices guide: {{api_guide_link}}

Here's your current usage dashboard: {{usage_dashboard_link}}

Would you like me to help with any of these options?

Best regards,
{{agent_name}}
{{agent_title}}

CONDITIONAL BLOCKS:
{{#if enterprise}}
  As an Enterprise customer, you can request custom rate limits. I've flagged 
  your account for a limit review — our team will reach out within 24 hours 
  with options.
{{/if}}

{{#if trial}}
  Note: Your trial includes {{trial_api_limit}} requests/hour. Upgrading to 
  {{starter_plan}} gives you {{starter_api_limit}} requests/hour.
{{/if}}

{{#if repeated_violation}}
  I see this is the {{violation_count}} time this month. Let me schedule a 
  call to review your integration and find the best solution.
{{/if}}

USAGE STATS:
  Monthly uses: 890
  CSAT impact: +0.4 (above average)
  Average time saved: 6.3 minutes per use
  First-contact resolution with macro: 82%
  Variations used: 3 (enterprise, trial, repeated violation)

Integration Points

Edge Cases

Output

Monthly Macro Report

MACRO LIBRARY MONTHLY REPORT — January 2026
=============================================

USAGE: 8,920 macro insertions (52.3% of responses)
TIME SAVED: 58% reduction in response composition time
CSAT IMPACT: +0.1 improvement for macro-assisted responses

LIBRARY HEALTH: 178 active macros, 75.3% utilization
QUALITY: 3 underperforming macros identified for rewrite
CONTRIBUTION: 19 contributors, 12 new macros created

RECOMMENDATIONS:
  1. Rewrite top 3 underperforming macros (too generic, low CSAT)
  2. Clear review backlog (7 macros waiting 3.4 days avg)
  3. Add 5 new macros for top unsupported ticket categories
  4. Launch macro training for 8 agents with <30% usage
  5. Implement monthly macro review cycle (90-day refresh policy)