If you’re tired of typing the same answers over and over in live chat, you’re not alone. This guide is for support folks who want to use Olark chat macros to save time, stay consistent, and avoid the slow grind of copy-and-paste. Whether you’re running a support team or just want to get through your queue a little faster, you’ll get honest, step-by-step advice here—no fluff, no “best practices” for the sake of it.
Why bother with chat macros?
Let’s be real. Most customer support work is repetitive. “How do I reset my password?” “Where’s my order?” “How do I cancel?” You can answer these in your sleep. Macros—pre-written replies you can insert with a couple of keystrokes—are the obvious solution. But only if they’re set up well.
Using Olark, you can create text shortcuts for all those FAQs and “Sorry, we’re closed” messages. The upside? Less typing, fewer mistakes, and more time to actually help people. The downside? Bad macros can make you sound robotic, or worse, confuse your customers. The trick is to use them right.
Step 1: Figure out where macros actually help
Before you start creating macros, don’t just guess what you need. Otherwise, you’ll end up with 50 canned replies and only use three.
How to find the right places for macros:
- Go through your recent chat transcripts. Look for answers you type again and again.
- Talk to your team. What questions make their eyes glaze over?
- Don’t bother with one-off or weirdly specific questions—macros are for the greatest hits.
Pro tip: Start with 3–5 macros that’ll save you the most time. You can always add more later.
Step 2: Create a macro in Olark
Olark calls these “Shortcuts,” but most people say “macros.” Same thing. Here’s how to make one:
- Log in to your Olark dashboard.
- On the left side, click Shortcuts (it might be under “Settings” or similar, depending on your account).
- Click Add Shortcut or the plus (+) button.
- Enter a shortcut name—this is what you’ll type to trigger the macro (like
/password). - Fill in the message you want to send. Keep it short, clear, and friendly.
- Save.
What to avoid:
Don’t cram entire manuals or giant paragraphs into a macro. Nobody wants to read a wall of text. Stick to one key answer per macro.
Step 3: Use macros in chat (without sounding like a robot)
You’ve set up your macros. Now, how do you use them without making customers feel like they’re talking to a chatbot?
- While chatting, type the shortcut name (e.g.,
/password). Olark will suggest the macro—just hit enter to insert it. - Always read the message before sending. If it needs tweaking, edit it so it fits the conversation.
- Add a quick, personal touch if you can—like the customer’s name, or a line that shows you’re actually there.
Pro tip:
Macros are a starting point, not the whole conversation. If you use them as an excuse to tune out, customers will notice.
Step 4: Organize and update your macros
Macros get out of hand fast if you’re not careful. That’s when you end up with duplicates, outdated info, and nobody knows which macro to use.
How to keep things tidy:
- Review macros every month or quarter. Delete the ones nobody uses.
- Use clear, obvious shortcut names (
/refund,/hours,/shipping)—not weird abbreviations. - If a policy changes, update the macro immediately—old info does more harm than good.
What to ignore:
Don’t bother making a macro for every possible question. It’s better to have ten good, up-to-date macros than fifty that confuse your team.
Step 5: Train your team (but keep it simple)
Even if you set up the perfect macros, they’re useless if nobody knows how (or when) to use them.
Tips for rolling this out:
- Show your team where to find macros and how to use them in chat.
- Make it clear: macros are there to help—they’re not mandatory scripts.
- Encourage everyone to suggest new macros or flag the ones that need fixing.
Common problems:
- Teams that “set and forget” macros—then wonder why customers are annoyed by outdated replies.
- New staff who get overwhelmed by a giant, disorganized list of shortcuts.
Step 6: Measure what’s working (and what’s not)
Don’t just assume macros are saving time—actually check.
- Look at your chat stats. Are responses faster? Are satisfaction scores holding steady?
- Ask your team: are there macros they never use? Are there new FAQs popping up?
- Ask customers for feedback if you’re not sure how the canned replies are landing.
Signs your macros need work:
- Customers keep following up with the same question (your macro isn’t clear).
- Your team avoids using certain macros (they’re too long, too stiff, or just wrong).
- You see typos, broken links, or outdated info in replies.
Example macros that really work
Here are a few macro ideas that most support teams use—and customers actually appreciate:
-
Password reset:
“No problem! You can reset your password here: [password reset link]. If you run into any trouble, let me know.” -
Order status:
“I’m checking your order now—can you give me your order number? Thanks for your patience.” -
Business hours:
“We’re here Monday–Friday, 9am–6pm Eastern. If you message outside those hours, we’ll reply as soon as we’re back.” -
Refund policy:
“Our standard refund policy is [policy summary]. If you need more details, you can read the full policy here: [link].”
What to avoid:
- Macros packed with legalese or jargon
- Anything that sounds like a bot spat it out
- Overly generic replies (“Thank you for contacting support.” And…?)
When not to use a macro
It’s tempting to macro everything, but some situations need a human touch.
- Angry or frustrated customers—copy-paste replies can make things worse.
- Sensitive issues (billing errors, complaints, anything personal).
- Whenever the question is unique or complicated.
If you’re not sure, start with a macro, but make sure to personalize the reply.
Keep it simple—and iterate
Setting up Olark chat macros doesn’t have to be a big project. Start small, focus on answers you actually use, and don’t be afraid to tweak or delete what isn’t working. The goal isn’t to automate yourself out of a job—it’s to give you more time to actually help people, not just repeat yourself all day.
Remember: the best macros make your life easier and keep your replies human. If you ever feel like your chat is turning bland, cut back and get back to basics. The rest will take care of itself.