Practical guide
Use this workflow before choosing another tool.
Small teams deciding whether they need saved replies, inbox triage, or a larger support workflow for refunds, complaints, and delivery questions. The useful move is to turn that search into a small operating decision: what gets captured, who reviews it, what copy is safe, and what should stop before it reaches a customer.
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. Treat the template below as a starting point for review, not as final external copy. The buyer still needs to adapt it to their business, product, policy, tools, consent rules, and support boundaries.
- 01Classify: delivery help, product usage, refund request, complaint, review, payment, or escalation.
- 02Route: assign low-risk issues to macros and higher-risk issues to a reviewer.
- 03Draft: use a calm macro only after the issue type is confirmed.
- 04Review: check policy, tone, promises, and sensitive data before sending.
