Quick replies
Macros that are quick replies. That is all they are.
/hours, /install, /billing. Saved on the workspace, inserted from the composer, sent by a person. Optional assign, tag, or pending/resolved.
Composer
/hours
We are in Monday–Friday, 09:00–18:00 Eastern. A teammate will pick this up if you write now.
Why a shared library beats copy-paste
Hours, install, billing — the same three answers, five slightly different versions, is how a desk drifts. A workspace library with shortcuts like /hours keeps the body consistent. Optional assign, tag, or pending/resolved can run on insert. A person still sends. That is Help Scout saved replies, not Intercom Series.
How a reply is saved
Body and shortcut
Plain text you edit before send. /hours from the Quick replies menu. Shared across the team. Listed from Mini. Free is widget plus inbox without the library.
Assign, tag, state
Optional teammate, thread tag, pending or resolved on insert. Snooze stays an inbox action, not a macro.
Not Series
One URL-contains teaser lives in Widget studio. It is not a campaign, tour, or broadcast.
When not to use a macro
- After hours: a /hours line is kinder than resolving an unanswered thread (resolve fires CSAT).
- Install debugging: /install is a start; the origin lock is usually the actual answer.
- Anything that should be an article: publish it, then draft from articles on Plus — do not maintain two truths.
FAQ
Frequently asked questions
Insert fills the composer. Optional actions can run. A person still sends.
Quick replies are listed from Mini. Free is widget plus inbox without the shared library.
No. Insert fills the composer. Optional assign, tag, or state can run on insert. A person still sends.
No. Macros are quick replies. Campaigns send email. Teasers live in Widget studio.
Blog
The library and the desk
28 Aug 2026
Quick replies (macros) in a shared inbox
Macros, in Cove, are quick replies. You save a title, a shortcut, a body, and optional assign/tag/resolve actions in Settings. Anyone on the desk can insert them into a public reply. Snooze and one URL-contains teaser ship as their own controls — not as Series.
28 Aug 2026
How to run Cove: widget, inbox, articles, resolve
Cove is one complete desk on purpose. This is the path a team actually takes: a script on the site, articles the visitor can open in the widget, a shared inbox, then resolve and CSAT. Campaigns, workflows, and a portal sit beside that loop.