API Reference

The Macro object

A macro (canned response) is a list of actions that can be applied to tickets to modify them, and/or reply to them.Macros can be applied manually by agents or automatically by rules.
For example, a single macro can add a tag to the ticket, assign an agent to it and send a pre-defined response.

Macro properties

integer

ID of the macro.

string | null

External ID of the macro in a foreign system. This field is not used by Gorgias, feel free to set it to your own value.

string

The name of the Macro. Tips: choose a name that can be easily searched.

string | null

The intention of the macro should be used for.

string | null

The language of the macro in ISO 639-1 format.

integer

How many times the macro was applied on a ticket.

array

A list of actions to be applied on tickets.

ISO 8601 datetime

When the macro was created.

ISO 8601 datetime

When the macro was last updated.

string

URI of the macro

Macro example object

{
  "id": 23453,
  "external_id": "CUS-324512",
  "name": "Order status inquiry",
  "intent": "discount/request",
  "language": "en",
  "usage": 58392,
  "actions": [
    {
      "arguments": {
        "tags": "question, order-status"
      },
      "name": "addTags",
      "title": "Add tags",
      "type": "user"
    },
    {
      "arguments": {
        "body_html": "<div>Hi {{ticket.customer.firstname}},</div><br><div>Your order has been delivered.</div>",
        "body_text": "Hi {{ticket.customer.firstname}},\n\nYour order has been delivered."
      },
      "name": "setResponseText",
      "title": "Add tags",
      "type": "user"
    }
  ],
  "created_datetime": "2019-11-23T15:59:41.966927",
  "updated_datetime": "2020-01-30T11:04:34.345123",
  "uri": "/api/macros/23453/"
}