If your support inbox feels relentless, it is probably repeating itself. A handful of question types usually make up most of the volume. Turning those into high-quality macros is one of the fastest ways to reply faster without sounding robotic.
Step 1: Export and Anonymise Recent Questions
Export the last two or three months of support conversations, or simply copy the first message of 50 to 100 recent tickets. Strip out names, email addresses, phone numbers, and order numbers.
Step 2: Cluster the Questions With AI
Step 3: Gather Your Source of Truth
For each top theme, collect the policy or information that answers it: returns policy, shipping times, booking rules. AI should never invent policy, so give it the facts.
Step 4: Draft the Macros
Step 5: Review, Load and Measure
- Have the person who owns each policy approve its macro.
- Load macros into your help desk or as email templates.
- Train the team to personalise the first line every time.
- Track first-response time and reopen rates before and after.
Ready to go further with self-service? Compare tools in our guide to the best AI customer support tools, or grab more prompts from our template library.
