Introduction
The "Use macros for consistent email responses" feature allows your AI assistant to automatically adapt its responses to match your existing helpdesk templates and macros. Instead of starting from scratch with AI instructions, you can leverage the communication style and content you've already perfected, ensuring your AI responses maintain consistency with how your human agents communicate with customers.
This feature works seamlessly with your current email automation setup, giving you the best of both worlds: AI efficiency with your proven response formats.
How It Works
When this feature is enabled, your AI assistant follows an enhanced response process:
AI generates its response using standard knowledge and instructions
System checks your macros in real-time from your helpdesk platform
AI analyzes relevance to see if any of your existing macros match the customer's inquiry
Response gets adapted to incorporate elements from relevant macros (style, format, terminology)
Customer receives response that combines accurate AI information with your established communication approach
If no relevant macro is found, the AI uses its standard response unchanged. This ensures you always get a helpful reply while maximizing consistency when possible.
Setting Up Macro Integration
Prerequisites
This feature requires an active connection to one of these supported helpdesk platforms:
Gorgias
Zendesk
Kustomer
Help Scout
Freshdesk
Enabling the Feature
Navigate to your helpdesk integration
Go to Settings > Integrations in your Rep AI dashboard
Select your connected helpdesk platform (e.g., Gorgias)
Find the AI email settings
Look for the "AI answering email tickets" section
Locate the toggle for "Use macros for consistent email responses"
Enable the feature
Turn on the toggle to activate macro integration
Your AI will immediately start using this enhanced response process
How This Works with Other Email Settings
The macro integration feature works alongside all your existing AI email configurations:
AI Instructions: Your custom email instructions are still applied
Agent Identity: Whether you identify as AI or use a specific agent name is maintained
Response Mode: Draft vs. immediate sending preferences are preserved
Spam Protection: All existing filters and protections remain active
The macro adaptation happens during the final formatting stage, so all your other preferences are applied to the final response.
Benefits of Using Macro Integration
Save Setup Time: Instead of recreating all your proven response templates as AI instructions, your existing macros work automatically.
Maintain Brand Consistency: Customers receive responses that match your established communication style across human and AI interactions.
Leverage Your Investment: Make use of the time you've already spent crafting effective customer service responses.
Reduce Training: Your team already understands your macro system, making this transition smoother.
Preserve Approved Language: Keep using compliance language and specific terms that your legal or policy teams have approved.
When Macros Are Used
Your AI will incorporate macro elements when:
A customer inquiry matches a topic covered by one of your existing macros
The macro contains relevant information for the specific customer situation
The macro style can be meaningfully adapted to the AI's response
Your AI maintains its standard approach when:
No macros match the customer's specific question
The customer inquiry requires personalized information not covered by existing macros
The AI determines its standard response is more helpful for the specific situation
Troubleshooting
The AI responses don't seem to be using my macros:
Verify that your helpdesk integration is working properly
Check that you have relevant macros created for common customer inquiries
Ensure the toggle is enabled in your AI email settings
Responses feel too template-like:
The AI adapts macro elements rather than copying them exactly
Consider reviewing your existing macros to ensure they allow for personalization
You can always disable the feature if you prefer more flexible AI responses
Some macros aren't being used:
The AI selects macros based on relevance to each specific customer question
Very specific or rarely-applicable macros may not be used frequently
This is normal behavior designed to ensure response quality
Related Features
For comprehensive email automation, consider these complementary settings:
AI Email Instructions: Create custom guidance specifically for email responses
Response Handling: Choose between immediate sending or draft review
Agent Identity: Decide whether to identify responses as AI-generated
Getting Help
If you need assistance setting up or troubleshooting your macro integration feature, contact our support team for guidance on optimizing your automated email response system.