customer support macro checklist

Every support macro needs a do-not-use condition.

Macros save time only when the risky ones are flagged. A good QA pass checks fit, policy, tone, escalation triggers, and whether the customer situation requires human review.

Use the template See related tools
Search intent Support teams and ecommerce sellers who already use macros but need a safer review process before scaling replies.

This page is a practical guide, not a guarantee of leads, revenue, compliance, payment collection, or platform approval.

Macro QA checks

A safe starting template.

Adapt this to the buyer's business, tools, consent rules, contracts, and platform policies before using it with real customers.

01
Fit: when this macro should be used and when it should not.Review manually before external use.
Step
02
Policy: refund, exchange, delivery, warranty, or platform rule references.Review manually before external use.
Step
03
Tone: calm, specific, and not defensive.Review manually before external use.
Step
04
Risk: legal, health, safety, financial, privacy, or harassment flags.Review manually before external use.
Step
05
Escalation: who handles exceptions and sensitive cases.Review manually before external use.
Step

Checklist

What to verify before using the workflow.

Add a do-not-use line to every macro.

Keep this visible before sending, publishing, collecting data, or handing the workflow to another person.

Remove guaranteed outcomes and blame language.

Keep this visible before sending, publishing, collecting data, or handing the workflow to another person.

Link each macro to a policy or support boundary.

Keep this visible before sending, publishing, collecting data, or handing the workflow to another person.

Review sensitive categories before agents use the text.

Keep this visible before sending, publishing, collecting data, or handing the workflow to another person.

Track macro revisions so bad copy does not keep circulating.

Keep this visible before sending, publishing, collecting data, or handing the workflow to another person.

Avoid these mistakes

The page should reduce risk, not just increase clicks.

Using one refund macro for every refund request.

Fix this before treating the workflow as production-ready.

Letting AI-generated copy go straight to customers.

Fix this before treating the workflow as production-ready.

Forgetting platform policy language on marketplace replies.

Fix this before treating the workflow as production-ready.

Optimizing speed before escalation quality.

Fix this before treating the workflow as production-ready.