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

id

int32

ID of the macro.

external_id

string

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.

name

string

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

intent

string

The intention of the macro should be used for.

language

string

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

usage

int32

How many times the macro was applied on a ticket.

actions

array

A list of actions to be applied on tickets.

created_datetime

ISO 8601 datetime

When the macro was created.

updated_datetime

ISO 8601 datetime

When the macro was last updated.

uri

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/"
}