Macros
Macros (also called Canned Responses, Saved Replies, or Templates) are pre-written response blocks that agents can insert into replies with a single action. They reduce handle time on common, repeatable issues and ensure consistent messaging. A well-managed macro library is one of the highest-leverage investments in support efficiency — the same information delivered faster and more consistently across the team.
Macro Usage Rate = (Replies that included a macro ÷ Total agent replies sent) × 100
Macro usage rate measures adoption. Track it alongside CSAT and reopen rate for those conversations — high macro usage with normal CSAT means macros are working; high usage with declining CSAT suggests macros are being used where personalization was needed.
B2B SaaS support teams with active macro programs
Calculate your macro usage rate
- 1Using macros for issues that require personalization — sending a generic "thanks for reaching out" macro to a churning enterprise customer having a critical outage damages the relationship.
- 2Not auditing the macro library quarterly — outdated macros with wrong product names, deprecated features, or old pricing create more problems than they solve.
- 3Tracking macro usage rate without tracking macro CSAT — a macro that drives low satisfaction should be rewritten or retired, not just tracked for adoption.
- 4Letting every agent create their own macros — without governance, macro libraries grow into hundreds of overlapping, inconsistent templates that are harder to use than writing from scratch.