Macros help human agents answer repeat questions quickly without losing personalization. Open Macros to create a title, a unique #phrase, and the reply body.
Smart variables
Insert variables for the customer’s first name, last order number, status, tracking link, subscription status, product names, and your brand voice. When an agent selects a macro, klaxify expands it using the current tenant-scoped conversation context.
Example:
#tracking
Hi {{customer.first_name}}, your order {{last_order.number}} is
{{last_order.status}}. Track it here: {{last_order.tracking_link}}
Always review the expanded result. Missing or unverified information should remain visibly incomplete rather than being invented. You can choose whether a macro’s final wording is adjusted to the configured brand voice.
Use macros for repeatable language; use knowledge articles for longer policies and explanations.