Key Features
- Canned response library organized by category (shipping, returns, products, billing, general)
- Dynamic variables in macros: {{customer.name}}, {{order.number}}, {{order.tracking_url}}, etc.
- Auto-reply rules: send automatic responses based on keywords, topics, or customer segments
- Multi-step macros: chain multiple actions (send reply + tag ticket + change status + assign)
- Customer satisfaction (CSAT) survey automatically sent after ticket resolution
- Response performance analytics: response time, resolution time, CSAT by agent
- Template A/B testing: compare effectiveness of different response templates
- Shared team library with personal response collections per agent