Macro libraryUpdated 4 months ago
This page includes a few tips on working with macros and a library of macro templates for your account. These are examples of commonly used macros formatted for both email and chat.
If you are interested in seeing these in action please join our live macro Workshop (30mins) hosted by our education team.
Being able to search for the macro you need quickly will boost agent efficiency and speed. If you establish naming conventions early on, this will later make it easier to update your collections of macros regularly and communicate their use-cases to the rest of your team.
Naming conventions
We recommend incorporating the primary tags into your Macro names. This will make it easy for agents to find the right Macro.
Here is an example of correct naming conventions:
Default macros
Each Gorgias account is equipped with 2 generic macros - Generic: How can I help you? and Generic - Sign off.
If you connect a Shopify integration we will populate a number of additional macros for you. These include macros containing Shopify variables and actions.
Using Macros in Rules
Macros can be applied to tickets manually by agents or automatically as part of a rule. To do this simply add the action Apply macro to your rule.
When a macro includes Shopify actions, these will not be triggered if the macro is applied by a rule.
Macro templates (Email)
Below is a library of commonly used macros including use cases (when to use them), function (what they do) and a screenshot showing example name, message, variables and actions.
Order Status
ORDER STATUS: Shipped
Use case
Responding to a customer who requests an update on their order status, when the order has been shipped
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
Responding to a customer who requests an update on their order status, when the order has been shipped
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
ORDER STATUS: Not shipped
Use case
Responding to a customer who requests an update on their order status, when the order has not been shipped but is within the processing window
Function
This macro will:
• pre-write the message body
• include information specific to the agent (eg. agent name)
• include information specific to the customer (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
Responding to a customer who requests an update on their order status, when the order has not been shipped but is within the processing window
Function
This macro will:
• pre-write the message body
• include information specific to the agent (eg. agent name)
• include information specific to the customer (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
ORDER STATUS: No order found
Use case
Responding to a customer who requests an update on their order status, when the order cannot be found
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
Responding to a customer who requests an update on their order status, when the order cannot be found
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
ORDER STATUS: Delivered, not received
Use case
Responding to a customer who requests an update on their order status, when the order cannot be found
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• tag the ticket
• snooze the ticket for 2 days
Responding to a customer who requests an update on their order status, when the order cannot be found
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• tag the ticket
• snooze the ticket for 2 days
ORDER STATUS: Not shipped, preorder
Use case
Responding to a customer who requests an update on their order status, when the order has a pre-ordered item
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
Responding to a customer who requests an update on their order status, when the order has a pre-ordered item
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
ORDER STATUS: Already shipped
Use case
Responding to a customer who requests to change or cancel their order, when the order has already been sent
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
Responding to a customer who requests to change or cancel their order, when the order has already been sent
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
Order change/cancel
ORDER CHANGE/CANCEL: Cancel + Refund last order
Use case
Responding to a customer who requests to change and refund their order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• cancel the customer last order in Shopify
Responding to a customer who requests to change and refund their order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• cancel the customer last order in Shopify
ORDER CHANGE/CANCEL: Edit address
Use case
Responding to a customer who requests to change the shipping address of their last order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to edit the last order shipping address in Shopify (without leaving Gorgias)
Responding to a customer who requests to change the shipping address of their last order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to edit the last order shipping address in Shopify (without leaving Gorgias)
ORDER CHANGE/CANCEL: Edit last order note
Use case
Responding to a customer who requests to change/add a note of their last order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to edit the last order note in Shopify (without leaving Gorgias)
Responding to a customer who requests to change/add a note of their last order, when the agent has processed the change
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to edit the last order note in Shopify (without leaving Gorgias)
Return/exchange and Refund
ORDER DAMAGED: Replacement item sent
Use case
Responding to a customer who have been sent a replacement item/order
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
• snooze the ticket for 48hrs
Responding to a customer who have been sent a replacement item/order
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
• snooze the ticket for 48hrs
RETURN/EXCHANGE: Full refund last order
Use case
Responding to a customer who requests a refund of their last order, when the agent has processed the full refund
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to refund the last order in Shopify (without leaving Gorgias)
Responding to a customer who requests a refund of their last order, when the agent has processed the full refund
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to refund the last order in Shopify (without leaving Gorgias)
RETURN/EXCHANGE: Partial refund last order
Use case
Responding to a customer who requests a refund of their last order, when the agent has processed the partial refund
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to refund a chosen amount from the last order in Shopify (without leaving Gorgias)
Responding to a customer who requests a refund of their last order, when the agent has processed the partial refund
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• allow agent to refund a chosen amount from the last order in Shopify (without leaving Gorgias)
RETURN/EXCHANGE: Damaged item(s), more information
Use case
Responding to a customer who requests a return/exchange because an item is damaged, when the agent needs more information
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
Responding to a customer who requests a return/exchange because an item is damaged, when the agent needs more information
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
RETURN/EXCHANGE: Return instructions (link to portal)
Use case
Responding to a customer who requests to return their last order, when the business has a return portal
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• include a hyperlink to the businesses specific return portal (eg. https://bakehouse-store.returnportal.com)
Responding to a customer who requests to return their last order, when the business has a return portal
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• include a hyperlink to the businesses specific return portal (eg. https://bakehouse-store.returnportal.com)
Other
PREORDER: Item restocked (inc. global discount code)
Use case
Responding to a customer (or used in a bulk action to respond to multiple customers) who have been waiting on a pre-ordered/out-of-stock item, when the item is back in stock.
This macro also includes a global discount code which is of course optional.
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
• include a global discount code
Responding to a customer (or used in a bulk action to respond to multiple customers) who have been waiting on a pre-ordered/out-of-stock item, when the item is back in stock.
This macro also includes a global discount code which is of course optional.
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• tag the ticket
• include a global discount code
GESTURE: Refund last order shipping cost
Use case
Responding to disgruntled customers as a compensatory gesture or gesture of goodwill, when the agent will refund the shipping cost of their last order
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• process the refund of the the last orders shipping cost in Shopify (without leaving Gorgias)
Responding to disgruntled customers as a compensatory gesture or gesture of goodwill, when the agent will refund the shipping cost of their last order
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• process the refund of the the last orders shipping cost in Shopify (without leaving Gorgias)
Internal note - ORDER MISSING: Escalate to warehouse
Use case
To be used in an internal note when agents wish to escalate a matter to a different team.
Please note this macro is for use in accounts that have teams enabled. If you do do not have teams or wish to only escalate to a specific agent simply select 'assign agent' from the Add action menu.
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• reassign the ticket to a specific team (or agent)
• enable the agent to edit the note of the last order in Shopify (without leaving Gorgias)
To be used in an internal note when agents wish to escalate a matter to a different team.
Please note this macro is for use in accounts that have teams enabled. If you do do not have teams or wish to only escalate to a specific agent simply select 'assign agent' from the Add action menu.
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
• include information specific to the agent (eg. name)
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• reassign the ticket to a specific team (or agent)
• enable the agent to edit the note of the last order in Shopify (without leaving Gorgias)
Macro templates (Chat)
Macros can also be used in chat to help agents respond with lightning speed and accuracy. Below are a list of macros specifically formatted for chat (no greeting, no sign off/signature and short sentences).
Greeting/sign off
GREETING
Use case
Responding to a new chat conversation
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
Responding to a new chat conversation
Function
This macro will:
• pre-write the message body
• include information specific to the customer (eg. name)
SIGN OFF
Use case
Closing a resolve chat conversation
Function
This macro will:
• pre-write the message body
Closing a resolve chat conversation
Function
This macro will:
• pre-write the message body
Return/exchange and refunds
RETURN/EXCHANGE: Return instructions (link to portal)
Use case
Responding to a customer who requests to return their last order, when the business has a return portal
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
• include a hyperlink to the businesses specific return portal (eg. https://bakehouse-store.returnportal.com)
Responding to a customer who requests to return their last order, when the business has a return portal
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
• include a hyperlink to the businesses specific return portal (eg. https://bakehouse-store.returnportal.com)
RETURN/EXCHANGE: Check return eligibility
Use case
Responding to a customer who requests to return their last order, when the agent wishes to check they are eligible for return before proceeding
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
Responding to a customer who requests to return their last order, when the agent wishes to check they are eligible for return before proceeding
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
RETURN/EXCHANGE: Return instructions (no portal)
Use case
Responding to a customer who requests to return their last order, when the business does not have a return portal
Function
This macro will:
• pre-write the message body
• tag the ticket
Responding to a customer who requests to return their last order, when the business does not have a return portal
Function
This macro will:
• pre-write the message body
• tag the ticket
ORDER CHANGE/CANCEL: Check reason for cancelation
Use case
Responding to a customer who requests to cancel their last order, when the agent wishes to check the reason for the cancelation before proceeding
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
Responding to a customer who requests to cancel their last order, when the agent wishes to check the reason for the cancelation before proceeding
These can be very helpful when used in conjunction with self service and rules.
Function
This macro will:
• pre-write the message body
• tag the ticket
ORDER CHANGE/CANCEL: Cancel + refund last order
Use case
Responding to a customer who requests to cancel and return their last order, when the agent has processed the cancelation/refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to cancel the last order in Shopify (without leaving Gorgias)
Responding to a customer who requests to cancel and return their last order, when the agent has processed the cancelation/refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to cancel the last order in Shopify (without leaving Gorgias)
ORDER CHANGE/CANCEL: Refund last order
Use case
Responding to a customer who requests a refund their last order, when the agent has processed the refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to refund the last order in Shopify (without leaving Gorgias)
Responding to a customer who requests a refund their last order, when the agent has processed the refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to refund the last order in Shopify (without leaving Gorgias)
ORDER CHANGE/CANCEL: Partial refund last order
Use case
Responding to a customer who requests to have part of their order refunded, when the agent has processed the partial refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to process a partial refund of the last order in Shopify (without leaving Gorgias)
Responding to a customer who requests to have part of their order refunded, when the agent has processed the partial refund
Function
This macro will:
• pre-write the message body
• include information specific to that customers orders (eg. order number, tracking URL, date shipped, etc...)
• tag the ticket
• enable the agent to process a partial refund of the last order in Shopify (without leaving Gorgias)
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