Canned Responses and Macros
Voxtell Chat ยท Run support as a team
Canned responses are saved replies for the questions your customers ask every day, inserted with a shortcut instead of retyped. Macros go further: one macro runs a saved set of actions on a conversation in a single step, such as replying, labeling, and resolving. Together they keep every answer from your team fast and consistent across every channel in Voxtell Chat.
What it does
Every business answers the same questions over and over. What are your hours, how much does it cost, where are you located, what should I bring. Canned responses let you save one good answer for each of those questions and insert it with a shortcut, so a reply that used to be typed out by hand takes a few seconds. The answer is right every time, because you wrote it once with care instead of again and again in a hurry.
Macros handle the routines around the reply. A macro runs a saved set of actions on a conversation in one step, such as sending a reply, applying a label, and marking the conversation resolved. The wrap-up your team repeats all day becomes a single action, and it happens the same way every time, no matter who handles the conversation.
The payoff is speed and consistency together. New teammates answer like your most experienced teammate from day one, customers get the same accurate information on every channel, and your team saves its typing for the conversations that actually need a custom answer.
How it works in Voxtell
Canned responses and macros are part of Voxtell Chat, the $25 per user per month add-on to the Voxtell AI Phone System plan, which is $25 per user per month billed annually or $32 monthly. Voxtell Chat brings SMS, WhatsApp, website live chat, Facebook, and Instagram into one shared team inbox, and your saved replies and macros work on conversations from all five channels. One library of answers covers every place customers write to you. That is the point of Voxtell Chat: "Everything you need for seamless customer support, all in one place."
Setup is white glove. Our team configures Voxtell Chat with you, and that includes your reply library: we help you turn the questions you already answer every day into saved replies and macros your team can use from the start. Support after launch comes from the same in-house team in Orlando that has served small businesses since 2014.
Saved replies are for the answers a person sends. The included AI Assistant covers many questions before a person is needed: it answers common customer questions instantly and hands the conversation to your team when a human should take over, with a built-in knowledge base behind it. And because Voxtell Chat works alongside the AI Phone System, calls and texts share the same business number, the AI Receptionist answers the phones in English and Spanish, and call recording with transcripts keeps a record on the phone side.
How businesses use it
Restaurants and pizzerias
The same questions arrive on Facebook, Instagram, and website chat every day: hours, delivery area, catering. A pizzeria saves one good answer for each and inserts it with a shortcut between orders. A macro answers a routine catering inquiry, labels it, and resolves it in one step, so the thread is handled before the next rush.
Pet grooming retail
A grooming business like Woof Gang Bakery and Grooming fields the same pre-appointment questions all week: pricing, prep, what to bring. Saved replies let the front desk answer between dogs without retyping anything, and every teammate gives the same answer in the same friendly voice.
Realty
Teams like The Keyes Company and a Walt Disney World Resort community answer the same listing and rental questions daily, from showings to application steps. An agent inserts the saved reply, personalizes the last line, and sends. A macro labels and resolves the routine threads so the inbox reflects what still needs a human.
RV resorts
Guests write about check-in times, site details, and directions, often over WhatsApp or SMS from the road. The front office inserts the saved answer with a shortcut and gets back to the guests standing at the desk. A macro closes out routine confirmations in a single step.
Logistics
One Voxtell customer runs 15 locations. Saved replies keep answers consistent across every office, so a customer gets the same information no matter which location responds. Macros turn routine status questions into one step: reply, label, resolve.
County health
A county health office answers the same questions about hours, locations, and what to bring to an appointment. Saved replies keep those answers accurate and identical for every staff member, which matters when the information is public guidance.
Best practices
- Start with the questions your team answers most. Read a week of real conversations and save the answers you keep retyping.
- Write saved replies like a person wrote them. Keep them short, and personalize a line before sending so no one feels like a ticket number.
- Name shortcuts after the question, not the answer, so the right reply is easy to find in the moment.
- Turn repeat routines into macros. If closing a common conversation always means the same reply, the same label, and a resolve, make it one step.
- Review the library on a schedule, and update saved replies the same day your hours, prices, or policies change.
- If you serve customers in more than one language, save each common answer in every language you support.
Common questions
Related features
All featuresAutomation and Team Routing
Conversations assign themselves to the right team so nothing sits unowned.
CSAT and Support Reports
Satisfaction surveys and reports that show how support is really doing.
AI Receptionist
Answers every call 24/7, handles common questions, and routes the rest to a person.
See Canned Responses and Macros working for your business
Book a demo and we will set it up around your actual call flow. White glove, from the first hello.