AI replies & Macros

Speed up your support & feedback replies with powerful macros and AI replies.

Written By Markus from Featurebase

Last updated 4 months ago

Overview

AI replies and macros are two of the most powerful communication tools in Featurebase:

  • AI replies – Instantly draft responses to customers’ messages using their background context, your Help Center, and past responses to generate smart replies in your tone of voice

  • Macros – Reusable message templates that reduce your team’s time answering repetitive questions

They work both in the Support Inbox and Feedback Portal to help your team save time and make it easy to give closure to feedback submitters.

Just open a conversation or post and press CMD/CTRL+K or the lightning icon to quickly reply to conversations, feedback, comments, and even update the status of posts automatically!

AI replies

AI replies help you instantly draft responses to customers’ messages using their background context, your Help Center, and past responses to generate smart replies in your tone of voice.

Here are some cool things about AI replies:

  • Personalized messages – It personalizes the message using the name of the user.

  • Smart status updates for feedback – While replying to feedback, if your response mentions an action (such as fixing a bug or planning a feature), AI will automatically suggest a status change for the post. You can always respond without updating the status.

Tip: You can complete the whole workflow with only keyboard, as seen in the video above:
CMD+K → type some words + Enter + CMD+Enter

Macros

Macros are reusable message templates that help reduce your team’s time answering repetitive questions. This frees them up to focus on their strengths: solving problems.

You can choose to make macros available only in Support or only in Feedback views so they won’t clutter your workflows. To use macros open any conversation or feedback post and press CMD/CTRL+K. Alternatively, you can click the ⚡ icon on the bottom left of the reply box.

Creating, editing, and deleting macros

To create new macros:

  1. Go to Settings → Support → Macros

  2. Click on New macro in the top right

  3. Enter the name and content

  4. Choose whether you want it to be available in the Support or Feedback module, or both.

    • Optional: Select the feedback status update that is included with the macro

  5. Click on Create in the bottom right

You can edit and delete Macros from the same place.

Example macros for support & feedback replies

Testimonial ask

Happy to help! 🙂

I would be super thankful if you could take a minute to leave us a testimonial here.

Bug report default reply

Hey! Thanks for reporting this.

Our engineering team will look into it, and you'll be automatically notified via email when the fix is live!

Escalating to another team with context [Internal note]

Summary: [Brief overview of the customer’s issue]

Steps taken: [What’s been tried so far]

Next steps: [Suggestions or what to investigate]

Feature request default reply

Hey! Thanks for the suggestion.

Letting it collect some more upvotes before we can prioritize it. You’ll be automatically notified when we start working on it!

Clarify use case

Hey! Thanks for the suggestion.

Could you share some more details on your specific use case? That’ll help us better understand the need.

Not planned

Hey! Thanks for the suggestion.

We don’t have any specific plans on prioritizing it right now, but we’ll keep an eye on demand.

Workaround

Hey! While we don’t have this feature yet, you can try this workaround: [Explain workaround].

Hope this helps!