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In a native-ticketing workspace, open Macros from the sidebar to manage saved replies shared across your workspace. Macros are workspace-scoped: a second workspace needs its own set. They are not personal templates: teammates can edit or delete them. Existing saved replies from another helpdesk can be imported with help from your Fini contact.
1

Create a macro

Click New macro, enter a unique Title and a Message, then click Create macro. Titles can contain up to 150 characters and messages up to 10,000. Titles are unique within the workspace regardless of capitalization or surrounding spaces.
2

Add variables and preview

Write the message in Markdown. Use Insert variable to choose Conversation ID under Conversation, or an attribute under User attributes, such as {{attributes.firstName}}. Conversation ID inserts {{metadata.conversationId}}, which fills with the current Fini conversation ID, not its ticket number. It does not depend on a user-attribute lookup. Preview shows formatting but leaves variables as placeholders; values are filled from the conversation when you insert the macro.
3

Insert into a conversation

In the ticket composer, click Macros, search by title, and select a saved reply. It fills an empty composer or appends below your existing draft. Inserting a macro sends nothing and does not change the current Reply or Internal note mode.
4

Review and send

Edit the inserted text, check the mode, and send when ready. Missing variables remain visible with a Not filled in warning. Replace or remove them yourself: the warning does not block sending.
Open a saved macro to edit it with Save changes, or use Delete and confirm with Delete permanently. Search matches titles, not message text. For programmatic management, see the Macros API.

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Troubleshooting

The current conversation does not provide a value for that placeholder. Replace or remove the unresolved text before sending. The warning is informational and does not prevent sending.
Search by its title, not its message text. Macros belong to the current workspace, so check that you are in the intended workspace.
This is intentional. Insertion only edits your draft. Check the text and whether Reply or Internal note is selected, then send it yourself.