Macros: Add actions to macros
• Main topic: Macro Actions. Features: Default macro actions, Shopify macro actions, Recharge macro actions, HTTP hook. • Answers: How to add actions to macros, configure them, and apply them to tickets. Explains available actions for various integrations. Addresses common issues like action failures or Magento compatibility. • Keywords: Macros, actions, automation, Gorgias, Shopify, Recharge, ticket management, customer support, helpdesk, workflow, rules, tags, priority, status, refund, cancel, subscription, gift card.
Use variables in macros
Main Topic/Features: Macros, Variables, Auto-population, Customer data, Ticket data, Ecommerce integrations (Shopify, BigCommerce, Magento 2, WooCommerce), Back-office integrations. Answers: How to add variables to Gorgias macros for dynamic content and auto-populate customer/ticket information. How to find and use specific variable types (ticket, customer, date, Shopify, BigCommerce, Magento 2, WooCommerce, custom back-office data). How to format dates within variables. Explains requirements for using variables. Keywords: Variables, Macros, Dynamic content, Automation, Personalization, Customer data, Ticket data, Ecommerce, Shopify, BigCommerce, Magento 2, WooCommerce, Back-office, HTTP integration, Datetime format, Auto-populate.
HTTP, LoyaltyLion, and Klaviyo Actions
Main topic and feature names: Gorgias HTTP Actions, Macros, webhooks. LoyaltyLion integration, Klaviyo integration. Questions or problems this article answers: How to award points to a customer in LoyaltyLion using a Macro. How to add a customer to a Klaviyo list using a Macro. How to configure HTTP hooks for external service interactions. Key concepts and keywords: HTTP hook, POST request, Authorization Basic, API key. LoyaltyLion points, merchant ID, Klaviyo subscribe URL. Customer email, `application/x-www-form-urlencoded`, external actions.
Macros: Create and manage macros
Main topic: Macros Feature names: Shopify order actions, Generic: How can I help?, Generic: Sign off, Workflows, Tools, Macro name, Response text, Add tags to ticket, Create macro, Edit macro, Duplicate macro, Archive macro, Delete macro, Macro recommendations Questions/problems answered: How to create, edit, duplicate, archive, and delete macros. How macros streamline customer responses and ticket actions. How to perform Shopify order actions (duplicate, cancel, refund, edit) using macros. Who can manage and apply macros. How to disable macro suggestions. Why macro creation/updates might fail (e.g., macro limit, empty fields). Key concepts and keywords: automation, quick responses, ticket management, Shopify integration, customer service, efficiency, default macros, user permissions, macro limit, archiving, deleting, workflow tools.
Macro templates
Main Topic/Features: Gorgias Macros, Email & Chat examples. Categories include: Order Status, Order Change/Cancel, Return/Exchange/Refund, Other (for Email); Greetings/Sign-off, Return/Exchange/Refund (for Chat). Answers: How to use pre-written responses for common customer inquiries. Covers diverse scenarios: order updates (shipped, not shipped, delivered issues), changes/cancellations, refunds, returns/exchanges (damaged, instructions), item restock, shipping refunds, and internal escalations. Details macro formatting for email vs. chat, and automated actions like Shopify integrations. Keywords: Macros, customer service, email, chat, templates, order status, shipping, delivery, cancellations, refunds, returns, exchanges, Shopify, variables, ticket automation, support efficiency.
Organize and search for Macros
Main Topic & Features: Gorgias Macros, Macro Language Assignment, Macro Filtering (by language, by tags), AI-recommended Macros. Questions/Problems Answered: How to efficiently organize and find Macros. How to filter Macros by language for multilingual support, filter by associated tags, and leverage AI for quick reply suggestions. Explains automatic language detection for Macros and handling language-agnostic Macros. Key Concepts & Keywords: Macros, language filter, tag filter, AI recommendations, ticket language, quick replies, multilingual support, agent efficiency, automatic filtering, customer service.
Import and export Macros
Main Topic/Features: Gorgias Macros import and export. Features: `Import Macros from CSV`, `Export Macros as CSV`. Answers: How to import/export macros, bulk update macros, or migrate macros from other helpdesks. Explains required CSV format (UTF-8, columns: `name`, `body_text`, `tags`, `id`), and how the `id` column affects macro creation or updates. Keywords: Macros, import, export, CSV, UTF-8, tags, name, body_text, id, bulk update, migrate, settings, productivity.
Macro preferences
Main Topic & Features: Gorgias Macro display settings, AI Macro prediction, AI Macro suggestions, Display macro search view by default. Questions/Problems Answered: How to customize Macro visibility, enable/disable AI-powered Macro features, set default Macro search view. Explains AI Macro prediction (auto pre-select) and suggestions (display in tickets). Key Concepts & Keywords: Macros, AI, prediction, suggestions, search view, user profile settings, display options, automation, ticket reply, efficiency.
Create gift card in Shopify
Main Topic & Features: Create custom Shopify gift cards directly from Gorgias. Features: Gorgias Macros, HTTP Hook, Shopify Developer App, Shopify Admin API, Shopify Plus. Answers: How to generate unique gift card codes and set their value in Shopify from Gorgias. How to configure Shopify API permissions (read/write Discounts, Gift cards, Price rules) and set up a Gorgias Macro with an HTTP Hook for automated gift card creation. How to obtain and use Base64 authentication for API calls. Keywords: Gorgias, Shopify, Gift cards, Macros, Shopify Plus, API integration, HTTP Hook, API key, Base64 authentication, custom gift codes, automation, developer app, Admin API scopes.