support-macro-library

Support Macro Library

A macro library fails in one of two ways: it sounds robotic and customers notice, or it is so generic that agents spend more time editing than if they had typed from scratch. Good macros are 80% done and 100% on-brand.

Taxonomy first

Before writing a single macro, map the top 20 ticket categories from the last 90 days. Group them into five to eight parent buckets (billing, onboarding, bugs, feature requests, account management, policy questions, escalations, general how-to). Every macro belongs to exactly one bucket. Name macros with the pattern '[Bucket] - [Specific Scenario]' so agents can find them in two seconds without a search.

Anatomy of a high-quality macro

Every macro has three zones:

• Opening (1 sentence): acknowledge the specific scenario without being sycophantic.
• Body (2-4 sentences): the actual answer, action, or next step. Use '[placeholder]' tokens for values agents must personalize - customer name, order number, date, etc.
• Close (1 sentence): a single clear next step or an open door for follow-up.

Keep every macro under 150 words. If it exceeds that, split it into two.

Personalization tokens

Use consistent token syntax across the whole library. The recommended pattern is double brackets: [[customer_name]], [[order_id]], [[product_name]], [[resolution_date]]. Document all tokens in a shared reference sheet. Agents must fill every token before sending - build a checklist reminder into your helpdesk workflow if possible.

Brand voice guardrails

Write macros to match the brand voice guide. If no guide exists, define three adjectives that describe how the company talks (e.g., direct, warm, no-nonsense) and use them as a filter when drafting. Run every new macro past one senior agent for voice review before publishing.

Maintenance cadence

Review the full macro library quarterly. Archive macros unused in 60 days. Flag macros with CSAT scores below the team average for rewrite. Assign macro ownership - each bucket has one owner responsible for accuracy.

Deliverable

Produce a macro library document (or helpdesk import) containing: (1) the bucket taxonomy with the top ticket categories mapped into five to eight parents; (2) the full set of macros, each named '[Bucket] - [Specific Scenario]' and written in the three-zone structure under 150 words; (3) the token reference sheet listing every [[token]] and where its value comes from; (4) a one-page voice guide (or the three brand adjectives used as the filter); and (5) the maintenance plan - quarterly review date, per-bucket owners, and the archive/rewrite triggers.

Quality bar

A library is ready to publish only when: every macro belongs to exactly one bucket and follows the naming pattern; every macro is under 150 words with all three zones present; every personalization token appears in the shared reference sheet; each new macro has passed a senior-agent voice review; and every bucket has a named owner and a scheduled review.

What to avoid

• Do not create macros for edge cases that occur fewer than twice a month; handle those manually.
• Do not use macros as a substitute for a missing knowledge-base article - if a macro is being sent constantly, turn the body into a help article and link to it instead.