# 19.Macros
# 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…
Category Docs
help center of chatips
# 20.Canned responses and templates
# Canned responses and templates | Item | Details | |—|—| | Who it is for | Agents use them; administrators maintain global content | | Menu location | **Settings → Canned responses**; **Settings → Templates** (WhatsApp, etc.) | |…
# 21.Agent bots
# Agent bots | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Bots** | | Plan dependency | Requires Agent Bots | An Agent Bot pushes messages to your…
# 22.Assignment rules
# Assignment rules | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Agent assignment** (only when advanced assignment is on); inboxes also have an “Auto assignment” switch | |…
# 23.SLA
# SLA | Item | Details | |—|—| | Who it is for | Administrators configure; agents see countdowns / breaches on conversations | | Menu location | **Settings → SLA**; Reports → SLA | | Plan dependency | Requires…
# 24.Conversation workflows
# Conversation workflows | Item | Details | |—|—| | Who it is for | Administrators | | Menu location | **Settings → Conversation workflows** (label may vary in the sidebar) | | Plan dependency | Auto-resolve is often on…