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Recipe

Support chat macro library generator

Build a searchable, taggable macro library that your support team can inject into live chat with one click. No more typing the same troubleshooting steps forty times a day.

Ingredients

  • Meridian workspace with admin access
  • At least one support channel connected
  • Your top 20 most-used canned responses in plain text
  • Tag taxonomy (billing, login, refund, technical, etc.)

Steps

  1. Create the macro collection.
    Navigate to Settings → Macros and click New Collection. Name it after your team or product line.
  2. Import your canned responses.
    Paste each response into a new macro entry. Use the variable syntax {{customer_name}} for personalization tokens that Meridian will prompt agents to fill.
  3. Tag every macro.
    Assign at least two tags per macro. Tags power the inline search bar inside the chat panel. Consistent tagging means agents find the right macro in under two seconds.
  4. Set permissions.
    Restrict sensitive macros (refund templates, account deletion scripts) to senior agents only. Meridian enforces these gates silently.
  5. Test in a staging channel.
    Open a test chat, type /macro and verify search, preview, and one-click injection all work before rolling out to production.

Pro tips

  • Keep macros under 800 characters for fastest injection.
  • Review macro usage stats monthly and retire anything unused for 60 days.
  • Use emoji prefixes in macro titles for visual scanning speed.

Next: Recipe: Auto-escalation rules engine