The AI Support Macro Writer Agent reads solved tickets and writes saved replies, also called macros or canned responses, in your tone. Each macro gets placeholders and a note on when to use it, so new agents answer common questions the same way your best agent does.
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What does an AI support macro writer agent do?
Write macros: turns a solved ticket into a reusable reply.
Match your tone: follows your style guide and sample replies.
Add placeholders: marks names, order numbers, and dates as fields to fill.
Audit the library: finds duplicate, outdated, or unused macros to retire.
Try it: three prompts to paste
"Write a macro from this solved ticket about a late delivery."
"Rewrite our refund macro in a friendlier tone."
"Which of these 30 macros say the same thing?"
A macro library layout
| Name | When to use | Reply | Placeholders |
|---|---|---|---|
| Late delivery | Order is past its delivery date | Apology, tracking link, next step | [Name], [Order number] |
| Password reset | Customer cannot sign in | Reset steps and help link | [Name] |
| Refund sent | Refund approved | Amount and timing | [Name], [Amount], [Date] |
Rules for a macro your team will use
A macro gets used when an agent can find it and trust it. Ask the agent to follow these rules for every macro it writes:
One issue per macro, named by the customer's problem ("Late delivery"), not by the fix.
Answer first: the first sentence answers the question.
Placeholders in brackets, such as [Name] and [Order number], so nothing personal is left in.
A clear next step at the end: what happens now and when.
An owner and a review date, so outdated macros get fixed or retired.
How to set it up in Taskade
Step 1: Export solved tickets
Paste or upload solved tickets with good replies, with personal details removed.
Step 2: Create the agent
Create a custom agent and attach your style guide as knowledge.
Step 3: Generate macros
Ask for one macro per common issue, in the library layout above.
Step 4: Review and save
A team lead checks each macro, then copies it into your help desk.
Step 5: Audit each quarter
Paste the current library and ask which macros to merge or retire.
What it needs from you
Solved tickets with replies you liked.
Your tone or style guide.
The help desk where the macros will live.
What it does not do
It does not send replies to customers.
It does not change macros in your help desk on its own.
It does not invent policy. It uses what your tickets and docs say.
Connect it to the rest of your workspace
Manage the queue in the Support Workflow Manager app.
Answer one-off questions with the customer inquiry response agent, and browse customer service templates.
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Frequently asked questions
Where do I paste solved tickets?
Paste them in the chat, or upload them to a project the agent reads. Remove names, emails, and order details first.
Can the macro writer match our brand voice?
Yes. Attach your style guide and a few sample replies. The agent follows that tone in every macro.
Can it find old macros to retire?
Yes. Paste your current library, and it marks duplicates, outdated policy, and replies that no ticket needs anymore.
Can it write macros in other languages?
Yes. Ask for each macro in the languages your customers use, and have a fluent teammate check them.
What is a support macro?
A macro is a saved reply, also called a canned response, that an agent inserts with one click. Many help desks let a macro also set fields such as tags or status. This agent writes the reply text and lists the fields to set.
When should I use a macro instead of a fresh AI reply?
Use a macro for questions with one correct answer, such as refund timing or password resets, so every customer hears the same policy. Write a fresh reply when the issue needs the customer's details read first.
Which plan do I need for the support macro writer?
The Free plan includes 1 agent. On Free, you earn free AI credits with referrals and invites, and you can upgrade any time.