Canned responses, macros and bots

• Canned responses save text you type again and again.
• Macros save actions you take again and again.
• Bots hand first replies to your own software.

Watch the walkthrough

Canned responses

1. Open Settings → Canned Responses and click Add canned response.
2. Enter a Short code, such as opening-hours.
3. Under Messages, write the reply. Add text adds another message and Add media adds a photo, video, audio clip or document. Drag the handle to reorder; × removes a row. At least one text is needed.
4. Click Submit.

Texts can use variables such as the contact’s name, filled in when the reply goes out. Canned responses are shared across the account; each has Edit and Delete.

Sending one

Type / and the short code in the reply box, then pick the response.

The response holds	What happens
One text	It is pasted into the reply box to edit before sending
Several messages or a file	A card above the reply box lists them, e.g. /brochure · 4 messages. Click Send 4 messages to send them in order; × removes the card

Outside a reply, for example in contact notes, only the texts are pasted. A file over a channel’s size limit is refused when you add it. If a file was later removed, the reply is not sent and you are asked to edit the response.

Macros

1. Open Settings → Macros and click Add a new macro.
2. Enter a Macro name.
3. Click Add new action for each step, in order. Drag steps to reorder; Delete Action removes one.
4. Pick Macro Visibility: Public for all agents (administrators only) or Private for you.
5. Click Save macro.

Actions: Assign a Team, Assign an Agent, Add a Label, Remove a Label, Remove Assigned Agent, Remove Assigned Team, Send a Message, Add a Private Note, Send Attachment, Send an Email Transcript, Change Priority, Snooze Conversation, Mute Conversation, Resolve Conversation, Send Webhook Event.

To run one, open a conversation, expand Macros in the details panel and click Execute; Preview Macro shows the steps first. For actions that should run on their own, use automation rules; see Labels, attributes and automation.

Bots

A webhook bot is software you run yourself: it receives conversation events and replies through the developer API.

1. Open Settings → Bots and click Add Bot.
2. Enter the Bot name, Description and Webhook URL, and optionally a Bot avatar.
3. Click Create Bot, then copy the Webhook Secret (to verify events) and Access Token (to reply). Both stay in the bot’s settings.
4. Connect the bot under the inbox’s Bot Configuration tab; see Inbox settings, tab by tab.

Developer details are at developers.sapot.ai. For AI replies without code, use a flow agent; see Creating a Flow Agent.

Related

• Replying and adding private notes
• The details panel beside a conversation
• Labels, attributes and automation
• Creating a Flow Agent