Macros

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Key Concepts

• Macros — A title, a category, a body written as HTML with {{variable}} placeholders, and up to 3 tappable options. The API reaches org-wide macros only: a personal macro belongs to one agent and is never returned or changed here
• Variables — Read-only. List macro variables returns the built-in and custom names you can use in a body. Custom variables and macro attachments are authored in Settings → Macros and cannot be written through the API. Attachments are returned on reads
• Any language — Write a macro in whatever language you like; its language is detected automatically and returned as source_language
• Translation languages — Choose up to 10 with Update macro settings. No languages are chosen by default, and then nothing is translated. Every macro is translated once into each chosen language, in the background, and editing a macro refreshes its translations. Choosing a new language translates every macro into it
• Translations — Read-only generated copies. Get macro translations shows the status and text per language, and Retranslate a macro redoes them. In the inbox, agents get the version in the customer’s language automatically. Variables are never translated
• Suggested macros — exclude_from_suggestions keeps a macro out of the suggestions agents see. The workspace switch is read-only here (suggestions_enabled) and is changed in Settings → Workspace → Suggested macros
• Suggestion insights — How each macro performs as a suggestion over the last 30 days, with a learned state of learning, steady, proven, muted, or off. See List macro suggestion insights
• Scopes — macros:read for every GET, macros:write for everything that changes a macro, the translation languages, or a translation. Create an API key under Settings → API keys. See Authentication

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Available Endpoints