support macro vs inbox triage template

Macros answer repeated questions; triage decides what should not get a macro.

Support macros save time only when the team knows which messages are safe to answer quickly and which need review. Inbox triage is the filter that keeps refund, payment, legal, threat, sensitive-data, and defect cases from receiving the wrong canned reply.

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Search intent Small teams deciding whether they need saved replies, inbox triage, or a larger support workflow for refunds, complaints, and delivery questions.

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

Support decision flow

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
Classify: delivery help, product usage, refund request, complaint, review, payment, or escalation.Review manually before external use.
Step
02
Route: assign low-risk issues to macros and higher-risk issues to a reviewer.Review manually before external use.
Step
03
Draft: use a calm macro only after the issue type is confirmed.Review manually before external use.
Step
04
Review: check policy, tone, promises, and sensitive data before sending.Review manually before external use.
Step
05
Log: update the macro library when repeated confusion appears.Review manually before external use.
Step

Checklist

What to verify before using the workflow.

Create a no-macro list for payment, legal, sensitive-data, threat, and policy dispute cases.

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

Keep refund language aligned with the published policy.

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

Remove promises such as guaranteed fix, guaranteed refund, or guaranteed review removal.

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

Add owner notes for cases that need follow-up.

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

Audit macros monthly against real support friction.

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 saved reply for every angry buyer.

Fix this before treating the workflow as production-ready.

Skipping triage because the macro sounds polite.

Fix this before treating the workflow as production-ready.

Promising refunds before checking delivery and policy.

Fix this before treating the workflow as production-ready.

Failing to update macros after a product package changes.

Fix this before treating the workflow as production-ready.