Support Macro & Canned Response Writer
Turn a recurring support question into a reusable canned response template your team saves and pastes, with clear [placeholders] for whatever changes each time. Not a one-off reply, a macro built to be used again and again.
New to this? Read the guide.
What it produces
Real output from this tool, not a mock-up.
What went in
- The recurring question or issue
- Customers asking how to export their data before cancelling. Comes up several times a week, especially at end of month.
- The answer or process
- Settings, then Data, then Export. Choose CSV or JSON. Exports over 50,000 rows get emailed as a link instead of downloading directly, and the link lasts 7 days. Exports include invoices, contacts and payment history but not uploaded file attachments, which have to be downloaded separately from the Files area.
- Tone
- Friendly
The macro
Hi [customer name], Here's how to export your data: 1. Go to Settings > Data > Export 2. Choose CSV or JSON as your format If your export is over 50,000 rows, you'll get an email with a download link instead of an immediate download. That link is active for 7 days. The export includes invoices, contacts, and payment history. Uploaded file attachments are not included, you'll need to download those separately from the Files area. If you run into any issues with the export, let us know and we'll help sort it out. Best, [agent name]
Notes for agents using it
- Confirm whether the customer has more than 50,000 rows of data before sending, since that changes what they should expect (direct download vs. emailed link).
- If the customer specifically needs file attachments preserved, flag the Files area step clearly since it's easy to miss and is a separate action from the main export.
- Since this often comes up right before cancellation, consider adding a line about how long they have before their account/data becomes inaccessible if that info is available, otherwise leave it out rather than guessing.
When to use it
Use this when the same question keeps arriving and you want to stop writing the answer from scratch. It produces a reusable template with bracketed placeholders for the parts that change, not a one-off reply, plus notes on where agents should be careful using it.