What is the difference between a macro and a canned response?

In Aide there is none. Every saved reply is a macro whose action is its reply, and a macro can add more actions, such as closing the conversation or setting a team, that run when you send.

Can a macro include the customer's Shopify order details?

Yes. Variables such as order.name, order.status and order.tracking.carrier fill from Shopify. A visitor who only typed an email address never sees someone else's order, because store data fills only once identity is verified.

Can AI write replies from our macros?

Yes. Aide uses the macro that fits as a reference for its draft, leaving out what does not apply and filling in details from the conversation. The internal note names it, for example "Based on: Fit 1 Loafers".

Do we have to map macros to topics?

No. Aide learns when to use each macro from the conversations your team answered with it. One your team stopped using drops out, and recent use counts for more.

Does it work with our Zendesk or Gorgias macros?

Yes. Aide reads your active Zendesk macros and your Gorgias macros every hour and learns from the replies your agents send with them. You keep editing them in Zendesk or Gorgias, and Aide follows within the hour.

Can each agent keep their own saved replies?

Yes. A macro set to Only me appears only in its owner's list and reply box, and Aide never uses a personal macro in drafts.

Customer service macros

Macros that fill in the order.

Type / to insert a reply with the order, tracking and total already filled in from Shopify. Its actions run when you send, and Aide's drafts learn from it.Updated October 27, 2026 · By Ziyad Basheer

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Short answer

In Aide, macros and saved replies are one list. Type / to insert one, its reply fills in Shopify order details for verified customers, its actions run when you send, and Aide drafts from the macros your team uses in Aide, Zendesk and Gorgias.

A macro: A saved reply plus optional actions, in one Macros list.
Actions on send: Close, priority, team, tags, internal note and subject.
Order details: Order name, status, items, total, address and tracking, for verified customers.
Who sees it: Only me, or The team. Owners and admins manage team macros.
Helpdesk macros: Zendesk and Gorgias macros are read every hour.
Plans: Every plan. Inserting a macro is not an AI reply.

Drafts that learn

Your wording. This order's details.

Aide notes which macro your team sends for which question. Once a macro has been sent five times in 90 days, Aide drafts from it, filling in names and details from the conversation.

The internal note says which macro the draft was based on. That line never reaches the customer.

Customer

Hi, where's order #2087? It's been a week.

Aide

Hi Sam, order #2087 shipped with UPS on Monday and is due Thursday. You can follow it here: ups.com/track/1Z84A2.

✓Based on: Order shipped · Order #2087 verified

How macros work

One list your team and Aide both use

Canned responses, saved replies and reply templates all live in one place.

One picker

Type / to search every macro by name or shortcut, with the reply previewed beside the list.

Order details filled in

The order name, status and carrier fill from Shopify, for this conversation's order or the latest.

Actions on send

Actions show as chips above Send. Remove one to skip it this time.

Save any reply

Save the reply box, or any sent reply, as a macro with a folder and shortcut.

Drafts in your words

Aide learns which situations each macro fits and drafts from it, without mapping or rules.

In scenarios

A scenario can apply a macro by itself, or suggest one under the customer's message.

Variables

A macro's reply can use your store's data, so it arrives complete:

Hi, your order {{ order.name }} shipped with {{ order.tracking.carrier }}. You can follow it here: {{ order.tracking.link }}

Customer: customer.orders_count and customer.total_spent.
Order: order.name, order.number, order.status, order.financial_status, order.fulfillment_status, order.total, order.currency, order.created_at, order.items, order.shipping_address, and order.tracking with number, link, carrier, status and estimated delivery.
Which order: the one recorded for the conversation, otherwise the customer's latest. Amounts show as on order cards, such as $89.00 USD.

The editor has Insert variable and a Preview that fills the macro in for a recent conversation. Starting from scratch? The ecommerce email templates come with these variables in place.

Frequently asked questions

: In Aide there is none. Every saved reply is a macro whose action is its reply, and a macro can add more actions, such as closing the conversation or setting a team, that run when you send.
: Yes. Variables such as order.name, order.status and order.tracking.carrier fill from Shopify. A visitor who only typed an email address never sees someone else's order, because store data fills only once identity is verified.
: Yes. Aide uses the macro that fits as a reference for its draft, leaving out what does not apply and filling in details from the conversation. The internal note names it, for example "Based on: Fit 1 Loafers".
: No. Aide learns when to use each macro from the conversations your team answered with it. One your team stopped using drops out, and recent use counts for more.
: Yes. Aide reads your active Zendesk macros and your Gorgias macros every hour and learns from the replies your agents send with them. You keep editing them in Zendesk or Gorgias, and Aide follows within the hour.
: Yes. A macro set to Only me appears only in its owner's list and reply box, and Aide never uses a personal macro in drafts.

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