Macros, notes & attachments
Requires the Escalation module.
Three tools sit in the reply bar of a handed-off conversation in the Inbox: macros for text you send often, internal notes for context the customer must never see, and attachments for screenshots and documents.
🖼️ [Image] — The reply bar showing the Macros button, the Reply/Note toggle, the attachment paperclip, and the Send button.
Macros (canned replies)
A macro is a reusable snippet of reply text. Click Macros in the reply bar, then click one to insert it into the box — it lands as editable text, so you can adjust it before sending.
Managing your library: Dashboard → Settings → Macros. Click New Macro and give it:
| Field | Limit | Notes |
|---|---|---|
| Title | 200 characters | What you'll see in the picker — make it scannable |
| Content | 4,000 characters | The text that gets inserted |
| Sort order | — | Controls the order in the picker; put your most-used macros first |
There is no cap on how many macros you can keep. If you have none yet, the picker links you straight to the settings page.
Who can edit what: macros belong to the workspace, so every agent sees every macro. Owners and Admins can edit or delete any macro; an Agent can edit and delete only the macros they created themselves. Deleting a macro removes it from the picker for everyone.
Macros are plain text. There is no placeholder or variable substitution — {{customer_name}} would be sent literally. Write macros that read correctly as-is, and leave a gap you fill in by hand where personalisation matters:
Thanks for your patience! I've checked your order and
🎬 [Video] — Inserting a macro and tweaking it before sending.
Internal notes
Use the Reply / Note toggle in the reply bar to switch the box between a customer-facing reply and a private note to your team. In Note mode the box turns amber and the send button reads Save Note.
Notes are for the context that shouldn't reach the customer: "checked with billing, refund approved", "third time this week about the same SKU", "customer is on the enterprise contract, be careful".
- The customer never sees them. Notes are filtered out of everything the widget receives — there is no setting or edge case that leaks them.
- In the transcript a note appears as an amber bubble with a lock icon, labelled "Internal note — {agent} · only agents see this".
- Attachments are disabled in Note mode. Switch back to Reply if you need to attach a file.
- The toggle keeps its state. Write several notes in a row without flipping it each time — but check the pill before you send a real reply, since Note mode is sticky.
- Notes need an open conversation. Like replies, they can only be added while the conversation is Claimed or Reopened. Once it is resolved, the thread is read-only — use Forward to pass context on instead (CSAT & email transcripts).
Attachments
Click the paperclip to attach a file, or paste a screenshot straight into the reply box.
| Accepted types | PNG, JPEG, WebP, GIF, and PDF |
| Maximum size | 10 MB per file |
| Who can attach | Agents in the Inbox, and visitors in the widget |
The pending file shows as a chip with its name and size before you send; remove it with the ×. In the transcript, images render as an inline thumbnail you can click to open full size, and PDFs appear as a download entry with the filename and size.
Attachments are stored privately, never on a public URL. Every view or download is served through a short-lived signed link generated at the moment you click — so a URL copied out of the page stops working within minutes, and files can't be enumerated by guessing.
If an upload fails, an inline error appears and the send is aborted rather than silently dropping the file — your typed text and the file chip stay put so you can retry. Visitors get the same treatment in the widget, with a message telling them nothing was sent.
Two limits worth remembering: a visitor cannot attach anything to a conversation that has already been closed or resolved, and 10 MB is a hard ceiling checked both in the browser and on the server — there is no way to raise it for a single file. (Knowledge base document uploads are a separate feature with their own limit; see Adding knowledge.)