Quick replies (macros) in a shared inbox

Support tools overload the word “macro.” Intercom Series is outbound. Crisp chat triggers fire a bot from page behavior. Cove’s version is smaller and already in the inbox: quick replies.

What a quick reply is

Settings → Quick replies. Title, shortcut (for example /hours), body, and optional actions: assign a person, add a tag, set pending or resolved. They are stored on the workspace, not in one person’s snippets. The inbox composer has a Quick replies menu that inserts the body and runs those actions. You still send. Internal notes are a separate composer mode — they never go to the visitor.

What to write first

• /hours — when you actually reply, in the timezone customers see.
• /install — the snippet and the origin-lock sentence, so you stop retyping it.
• /billing — where invoices live, that conversations are unlimited, that Plus drafts from articles.

Snooze — in the inbox, not a macro

Threads have open, pending, resolved, spam, plus a Snoozed filter. From the conversation menu you can snooze for 1 hour, 3 hours, tomorrow 09:00, or next Monday 09:00, then unsnooze. A reply also brings it back. That is a thread control, not a quick-reply action.

One page teaser — not a campaign product

Widget studio can fire a teaser when the URL contains a string, after a delay, with a message. Routing rules can assign (or mark spam) when a message arrives, including VIP tags, working hours, and People segments, if you enable them. Live workflows persist and can greet.

Where this sits on the desk

Macros do not replace articles in the messenger. Use quick replies for voice and hours. Use published help pages for policy the visitor should find without waiting. Both: How to run Cove. Feature page: quick replies. Pricing · help · signup · blog.