Faster macros and improved pickers

Agents can now run macros without leaving the keyboard. Type # in the reply editor or open the command bar to quickly find and run a macro. We have also rebuilt the inline pickers for / canned responses, @ mentions, {{ variables, and : emoji with better search, previews, keyboard navigation, and more space to browse results.

A better canned response picker

The / canned response picker used to show only a few responses at a time, making it difficult to know what a canned response would actually insert. It now includes a preview alongside the list, so you can check the response before inserting it.

Search also works with multiple words now. For example, searching for refund policy will keep the picker open and find matches across the response instead of stopping at the first space. When a match is found further down in a response, the picker shows the relevant part of the text and highlights the match so it is easier to see why the response was returned.

The picker also makes better use of the available space and stays anchored to where you are typing. This means you can see more responses on larger screens without the picker getting clipped inside the editor. In smaller editors such as contact notes, the preview moves below the list to make better use of the available space.

You can also navigate the picker entirely from the keyboard, including moving through results, selecting a response, closing the picker, and removing the / trigger when the search is empty.

Search and preview for mentions, variables, and emoji

The same picker experience is now available for @ mentions, {{ variables, and : emoji, so the different inline pickers in the editor behave more consistently.

Search starts from whatever you have already typed after the trigger. So if you type @engineering, the mention picker immediately filters for engineering. The same behavior works when continuing to edit a draft, so you can pick up where you left off without starting the search again.

Variables also show a preview of the value they will resolve to for the current conversation. This makes it easier to check that you are inserting the right value before sending the message.

Run macros directly from the reply editor

Macros can now be run directly from the reply editor by typing #. This makes it possible to handle common conversation actions such as adding labels, assigning a conversation, or resolving it without moving over to the sidebar.

The macro picker shows a preview of what the macro will do, including the actual team, agent, label, and priority names. It also follows the same custom order you have configured for your macros in the sidebar.

Macros that require conversation attributes before resolving a conversation continue to ask for those details before they run.

Run macros from the command bar

You can also run macros from the command bar. On a conversation, press Cmd/Ctrl + K and choose Run a macro to find and run one without opening the sidebar.

The command bar shows your macros in the same custom order as the sidebar and is available from both the conversation view and inbox view. It uses the same checks as running a macro from the reply editor, including asking for required conversation attributes when needed.

Together, these changes make it easier to use macros and editor shortcuts without interrupting the flow of a conversation.