Macros

Access control

• Required permission: canManageMacros
• Fallback behavior: Users without permission see access denied message and cannot create/update/delete macros.

Core features

• Default macro seeding
  • Description: On first visit (or first macro usage), the app seeds built-in starter macros if shop has none.
• Macro editor
  • Description: Create or edit macro name + template body from the L1 page.
• Saved macros list
  • Description: Lists all macros with updated timestamp, preview, edit, and delete controls.

Template tokens

Supported tokens

- {{customer_name}}

- {{order_number}}
- {{ticket_number}}

• Where resolved: Tokens are resolved when macro content is sent from ticket detail page, using customer/order lookups.
• Owner note: Macros themselves store raw token text; replacement happens at send time.

Default macro catalog

• Order delayed follow-up
• Refund approved
• Replacement approved
• Need more details
• Return instructions
• Resolved confirmation

Data model

• Table: Macro
• Unique key: shop + name

Fields

- name

- content
- createdAt
- updatedAt

Owner best practices

• Keep macro names action-oriented (e.g., ‘Refund approved’).
• Use tokens instead of hardcoded names/order numbers.
• Review macro tone quarterly to keep responses consistent.
• Avoid legal promises in macros unless reviewed by counsel.

Common issues

• Cannot save macro
  • Cause: Missing name/content or duplicate name in same shop.
  • Fix: Provide both fields and use a unique name.
• Token not replaced
  • Cause: Message sent outside token-resolution flow or missing customer/order context.
  • Fix: Send macros through ticket detail reply composer and verify ticket links to customer/order.