# Macros
| Item | Details |
|—|—|
| Who it is for | Administrators configure global macros; agents can create personal macros and run them |
| Menu location | **Settings → Macros**; also runnable from the conversation right panel |
| Plan dependency | Count uses `macros` |
A macro is a set of actions an **agent triggers manually** — for example: label `refund` + assign finance team + send an explanation + mark Pending.
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## 1. Create
1. **Settings → Macros → Add**.
2. Name it with a verb, for example “Start refund flow”.
3. Visibility: **Personal** or **Global** (everyone).
4. Add actions in order (similar to automation: labels, assign, message, status, etc.).
5. Save.
When quota is full you cannot create more. Delete unused personal macros.
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## 2. Run
In the conversation right panel **Macros**, click run. Actions apply immediately to **this conversation**. Check the thread first so you do not run a VIP-complaint macro on a routine enquiry.
There is no “run automatically on conditions” — that is [Automation](./18-automation).
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## 3. Versus canned responses
| | Macro | Canned response |
|—|—|—|
| Main effect | Changes the conversation (assign, labels, status) + optional message | Only inserts text |
| Trigger | Click the macro | Type `/shortcode` |
They often work together: canned responses cover “what to say”; macros cover “how the ticket flows”.
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## 4. Frequently asked questions
**Colleague cannot see my macro?** It is personal. Make it global or ask an administrator to copy it.
**It failed halfway?** Later actions may skip due to permissions or channel limits. Check the conversation activity log.
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## Related articles
– [Automation](./18-automation)
– [Canned responses and templates](./20-canned-responses-and-templates)
– [Conversation workspace](./3-conversation-workbench)