A macro is a saved reply, often with placeholders for details such as the customer's name or order number, that a support team reuses for common questions.
Good macros cover the questions you answer every week: where is my order, how do I return this, can I change my address. Keep each one short, write it in your own voice, and leave room to add a personal line. A macro that reads like a form letter makes customers feel processed.
Placeholders save the most time. Hobson supports {first_name}, {last_name}, {order_number}, {tracking_number}, {tracking_url}, {agent_first_name} and {workspace} (your shop name), and fills them in automatically from the conversation and the Shopify order.
Macros and AI drafts work well together, since the macros show the AI how your team phrases things. For ready-made wording, start with the where is my order template or the return instructions template.