Macros with Custom Attributes and Change Traceability
What are Macros in Cloud Chat? Macros are pre-configured sequences of actions that an agent can execute with a single
click within a conversation. Instead of performing several actions manually (assign agent, add tag, send message, close
ticket), simply create a macro and apply it when needed.
Macros can be configured in Settings â Macros. There, you can create, edit, and organize all macros for the account.
Only administrators and agents with permission can manage macros; their application in conversations is available to all
agents.
What is the difference between Macros and Automations? Both execute sequences of actions in Cloud Chat, but they work in
different ways:
- Macros are triggered manually by the agent within a specific conversation. They have no conditions â itâs the agent
who decides the right moment to apply them. They are ideal for standardizing procedures that depend on human
judgment, such as closing and categorizing a ticket in a particular way. Read more about Macros here*.
- Automations are triggered automatically by the system based on events (e.g., new conversation created, message
received) and pre-defined conditions (e.g., specific inbox, language, priority). They run in the background without
agent intervention. Read more about automations here*.
Practical summary: use automations for what should always happen when a condition is met; use macros for standardized
actions that depend on the context and the agentâs decision.
What has changed in Macros? Previously, macros only supported native actions (assign agent, send message, change status,
etc.). Now, it is possible to include custom attribute actions in macros â both for conversation and contact. The agent
can create a macro that, with a click, automatically fills fields such as Category, Reason, Tier, among others you want
to define.
How do I create a macro with custom attributes?
1. Go to Settings â Macros
2. Create or edit a macro
3. When adding a new action, select "Custom conversation attribute" or "Custom contact attribute"
4. Choose the attribute and the desired value
5. Save the macro
What types of custom attributes are supported? Text, list (dropdown), multi-selection, checkbox, and date.
Where do I apply a macro in a conversation? Within any open conversation, click on the macro from the side menu, select
the desired macro, and all actions will be executed automatically â including the update of attributes.
What are custom attributes? They are additional fields created by the account administrator to record specific
information about each conversation or contact. Examples include: Support Category, Contact Reason, Customer Tier,
Internal Priority.
How do I create custom attributes? Go to Settings â Custom Attributes, click "Add Attribute", define the name, type, and
whether itâs for conversation or contact. Only administrators can create attributes.
What is the activity message in the timeline? When a human agent changes a custom attribute of a conversation, an
activity message now appears automatically in the timeline, for example:
"John set Category to Cancellation Request"
This ensures traceability and visibility for the entire team regarding what was changed and by whom.
Do changes made by bots or automations also generate activity messages? No. Only manual changes by human agents generate
messages in the timeline. Changes by bots, widgets, or automations are silent to avoid cluttering the conversation.
