Creating Rules and Macros in Gorgias

With rules and macros, simplify and automate your customer support processes in Gorgias. This article guides you step-by-step through creating custom rules and macros to streamline post-purchase support and deliver a seamless experience for your customers.

What Are Rules and Macros in Gorgias?

• Rules: Automate repetitive tasks, such as tagging tickets, assigning conversations, or sending updates. Rules help reduce manual workload and ensure consistent workflows.

• Macros: Predefined templates that automate replies for common customer inquiries, saving time and enhancing response accuracy.

Step-by-Step Guide to Creating Rules in Gorgias

1. Log in to Gorgias

   • Go to your Gorgias account dashboard.

2. Navigate to Rules

   • From the left-hand menu, select Settings > Rules.

3. Create a New Rule

   • Click ‘Create New Rule’ to begin.

4. Define Rule Conditions

   • Set triggers like ticket subject, sender, or specific keywords (e.g., “order delayed”).

5. Set Actions

   • Automate actions such as:

     • Tagging tickets (e.g., “Shipping Delay”).

     • Auto-responding to customers.

     • Assigning tickets to specific agents or teams.

6. Save and Test

   • Save the rule and test it with sample tickets to ensure it works as intended.

Step-by-Step Guide to Creating Macros in Gorgias

1. Access the Macros Section

   • Go to Settings > Macros in your Gorgias dashboard.

2. Create a New Macro

   • Click ‘Create New Macro’ and name it clearly (e.g., “Shipping Update Reply”).

3. Set Up Your Macro Template

   • Write a custom response for common inquiries like order delays or tracking updates.

   • Use dynamic placeholders (e.g., {{customer_name}} or {{tracking_link}}) to personalize the message.

4. Save and Apply

   • Save the macro and test it during live customer conversations.

Examples of Rules and Macros for Post-Purchase Support

1. Rule: Automate Shipping Delay Updates

   • Trigger: Ticket subject contains “order delayed”

   • Action: Auto-reply with a shipping update and tag it as “Shipping Delay.”

2. Macro: Order Status Inquiry

   • Response:
     “Hi {{customer_name}}, your order is on its way! You can track it here: {{tracking_link}}. Let us know if you need further assistance.”

3. Rule: Assign High-Priority Tickets

   • Trigger: Keywords like “urgent” or “escalate”

   • Action: Assign to a senior support agent for priority resolution.

Leveraging rules and macros in Gorgias allows your team to automate post-purchase workflows, reduce customer anxiety, and provide a smooth, efficient support experience. Start implementing these strategies to streamline your operations and improve customer satisfaction effortlessly.