⚠️ This feature is in beta. This article may require final changes before the feature is available to all customers.

Macros allow you to create shortcuts to supercharge your team’s productivity. Teammates can move messages, tag conversations, notify other teammates, and more - all with a single click. This is most helpful when you want to quickly and accurately resolve conversations with complex processes.

With macros, you can: 

• Automate complex workflows into one click

• Enforce consistent and scalable processes 

• Increase team productivity

• Reduce onboarding and training needs

Note: Macros can only be used with email conversations at this time. Support for chat and SMS-type conversations will be added in a future update.

Macros are a great option for accelerating and standardizing workflows. Some examples:

• Hand off conversations between teams: Transfer ownership of conversations to other teams and handle multi-step escalations with ease

• [Coming soon] Push data from Front to your third-party systems: Ensure your third-party systems are updated without having to switch back and forth between apps

• [Coming soon] Require human verification for specific processes: Have teammates validate requests with customers before processing sensitive or security-related topics that cannot be fully automated

You must have Front workspace admin permissions to create and manage macros.

Step 1

Click the gear icon on the top right of Front, then select company or workspace settings in the left sidebar. If you have multiple workspaces in Front, click Rules and macros under the specific workspace you want to create the macro in.

Step 2

Click the Macros tab, then click the Create macro button.

Step 3

Fill in the name, description, and action fields for your macro. Teammates will see these values when hovering over the macro button in conversations.

Step 4

Enter a name and description for your macro. 

• Name: Enter the text displayed in the shortcut button.

• Description: Explain when teammates should use this macro. This description will display in the tooltip for your teammates, and in the future will be used to help AI recommend macros for your conversations. Examples of helpful descriptions:

  • When customers request refunds due to pricing.

  • When customers ask to reset their username or password.

  • When customers request information on SOC II compliance.

  • When customers ask about receipts on orders placed.

  • When a customer requests a quote on a plugin integration.

In this example, we’ll create a macro named “Escalate to Tier 2” to escalate technical issues to another team.

Step 5

In the actions section, modify the actions the macro should take when it is triggered. See below for a list of supported actions.

In this example, we want the macro to take the following actions:

Step 6

Click Create. Teammates can now see and use the macro in their conversations.

Step 1

Navigate to the conversation you’d like to use a macro on. Macros are listed next to the Reply button in your conversation.

Step 2

To find a specific macro, use the down arrow to view the list of available macros.

Step 3

You can hover over any macro to view the entire description.

Step 4

Once you’ve found the macro you’d like to use, select it to apply the actions to your conversation. Once all actions have completed, you’ll see a confirmation banner at the bottom of your screen.

Step 5

Teammates can see which macros were applied to a conversation in the conversation’s activity history.

Macros support the following actions:

• Add tag

• Remove tag

• Move conversation

• Notify teammates

• Add comment

• Archive conversation

More actions will be added in future updates.

Not yet. All teammates will have access to all macros created in a given workspace.

No. Macros only apply to shared inboxes.

Not yet. Dynamic variables are not currently supported, but are on the roadmap.

Not yet. Dynamic objects are not currently supported, but are on the roadmap.

No. All actions triggered by a macro cannot be undone or recalled.

The default macro displayed in conversations is the first one in alphabetical order in your macro list. Improvements to default macro selection are planned for future updates.

This feature is available on the latest Growth plan or above.