How to use macros with custom attributes in Cloud Chat

When to use

• You want to create a macro that fills in custom attributes (Category, Reason, Tier, etc.) with a single click
• You need to standardize ticket closing with predefined classifications
• You want to understand the difference between macros and automations before creating yours

Prerequisites

• Being an administrator or an agent with permission to manage macros
• Having custom attributes already created in the account (conversation or contact)

About this article

Macros are sequences of preconfigured actions that an agent runs with a single click inside a conversation. Instead of performing several actions manually (assigning an agent, adding a tag, sending a message, resolving a ticket), you just create a macro and apply it.

Macros live in Settings → Macros.

Macros vs. automations

Both run sequences of actions, but they work in different ways:

Macros

• Triggered manually by the agent inside a specific conversation

• No conditions — the agent decides the right moment to apply them

• Ideal for standardizing procedures that depend on human judgment (closing and classifying a ticket in a specific way, for example)

Automations

• Triggered automatically by the system based on events (new conversation, message received) and preconfigured conditions (specific inbox, language, priority)

• Run in the background without agent intervention

More details in: Managing conversations in Cloud Chat: tools and features and Managing automations in Cloud Chat.

What changed in macros

Previously, macros only supported native actions (assigning an agent, sending a message, changing status, etc.). Now it is possible to include custom attribute actions — both for conversations and contacts. The agent can create a macro that, with a single click, automatically fills in fields like Categoria, Motivo, Tier, among others.

Step by step

Step 1 — Create or edit a macro

1. Go to Settings → Macros

2. Create a macro or edit an existing one

Step 2 — Add the custom attribute action

1. When adding a new action, select Conversation custom attribute or Contact custom attribute

2. Choose the attribute and the desired value

3. Save the macro

Step 3 — Apply the macro in a conversation

Inside any open conversation, click Macro in the side menu, select the desired macro, and all the actions are executed — including updating the attributes.

About custom attributes

What they are

Additional fields created by the administrator to record information specific to each conversation or contact. Examples: Categoria do atendimento (service category), Motivo do contato (contact reason), Tier do cliente (customer tier), Prioridade interna (internal priority).

Types supported in macros

Text, list (dropdown), multi-select, checkbox, and date.

How to create custom attributes

Go to Settings → Custom Attributes, click Add Attribute, define the name, the type, and whether it belongs to a conversation or a contact.

Activity messages in the timeline

When a human agent changes a custom attribute of a conversation, an activity message automatically appears in the timeline. For example:

João set Categoria to Solicitação de cancelamento

This ensures traceability and visibility for the whole team.

To hide these messages in conversations with many changes: How to show or hide activity messages in the conversation.

Notes

• To understand other tools inside the conversation (assign, transfer, tag): Managing conversations in Cloud Chat

• To use dynamic fields in the messages sent by the macro: How to use dynamic fields in Cloud Chat