Macros in the reply box | Aide Changelog

Your team can now apply a macro while replying: its reply goes in the box ready to edit, and its other actions (close, priority, team, tags, internal note, subject) run when you send.

How it behaves

Picking a macro: the Macros button in the reply box lists your active macros, with search. Picking one puts its reply in the box, with variables filled in exactly as templates fill them (store data such as orders only for a verified customer), and shows its other actions as chips above the send button: "Close", "Priority: High", "Team: Billing", "Tag: refund", "Internal note", "Subject: …".
Leaving out an action: remove its chip and that action won't run this time. The macro itself doesn't change.
Changing your mind: picking another macro replaces the first one. If you haven't edited its reply, the new macro's reply takes its place; otherwise the new reply is added where your cursor is.
When the actions run: right after your reply is sent. If the reply doesn't send, the actions don't run either, and you're told. If the actions fail after the reply went, you're told the macro wasn't applied.
A macro with no reply: the send button becomes "Apply macro" and runs the actions straight away. It does the same if you empty the box.
In an internal note: the macro brings its actions but not its reply, since the reply is meant for the customer. The actions run when you add the note.
Who did it: the changes show in the conversation's activity as yours, not the system's. A team action never replaces the conversation's assignee; the team's assignment method may pick a member when nobody is assigned.
Zendesk and Front actions: macros that only act in Zendesk or Front say so in the list and can't be picked. In a macro that has both, those actions are skipped and you're told.
Run counts: applying a macro from the reply box counts as a run.

Also in this change

Reply templates are now text only. Their "Actions when sent" section is gone from Settings › Templates, since those actions never ran; use a macro to change the conversation as you reply.

For developers

New: POST /v1/conversations/{id}/macros/{macroId}/apply, with an optional body { "skipOptions": ["priority"] } naming Aide options to leave out. It applies the macro's Aide actions as the signed-in teammate (never its reply), counts a run, and answers with the conversation plus skipped: a line for each set of Zendesk or Front actions that didn't run. 404 for a conversation or macro outside your account or deleted; 409 macro_inactive for a macro that is turned off.
New: POST /v1/macros/{id}/render with { "conversationId": "…" } fills the macro's Aide reply for that conversation and answers like the template render route (body, unresolved). It doesn't count as a run.
GET /v1/macros items now include targets: which of aide, zendesk and front the macro has actions for.
Reply templates no longer have actions: responses leave it out, and it's ignored if sent.

All changes