Support Macro Cabinet

Two agents generate reusable support macros from live ticket clusters, QA each macro for tone, accuracy, and link freshness, and publish a maintained macro library — so every support rep pulls a reviewed, on-brand reply instead of writing from scratch or copying a three-year-old snippet. Every macro, every QA pass, and every usage report is a file your support ops team can inspect and approve.

Keep Zendesk macros or Intercom snippets. Replace the outdated canned responses, the Google Doc nobody updates, and the tone drift nobody catches until a customer complains.

Why this template

Macro libraries drift. Responses that were accurate at launch reference deprecated features, old pricing, or dead links within months. Meanwhile, high-volume new ticket patterns — API errors, billing confusion, mobile bugs — don't get macros at all, so reps improvise. This cabinet makes macro maintenance a scheduled operation: new macros are drafted from real clusters, existing ones are QA'd for freshness weekly, and usage data tells you which macros to invest in.

The team

• [[.agents/macro-writer]] — Macro Writer. Lead agent. Drafts new macros from ticket cluster data using customer-tested language, updates the macro registry, and sequences the weekly coverage review. Owns the macro library.
• [[.agents/macro-qa]] — Macro QA Reviewer. Audits existing macros for accuracy, tone, broken links, and outdated product references. Does not write macros — flags and returns them to the Writer for revision.

Recurring rhythm

Cadence	Job	Owner	Output
Weekly (Mon 08:00)	[[.jobs/weekly-macro-coverage-review]]	Macro Writer	New macro drafts for uncovered clusters; usage report
Weekly (Fri 16:00)	[[.jobs/weekly-macro-freshness-qa]]	Macro QA Reviewer	QA report + macros flagged for revision or retirement

How to run the demo

1. Open the [[macro-library]] — categorised canned responses with usage frequency, last-updated date, linked ticket cluster, and tone/QA status. Includes search and filter.
2. Browse /macros/ — each macro as an individual markdown file with metadata, body text, and QA history.
3. Open /macro-registry.md — the canonical registry: all macros, status, cluster linkage, and last QA date.

Connectors

Required: Zendesk or Intercom (ticket source for cluster data; macro publish destination). Recommended: Knowledge base / Help Center (link macros to full articles), Slack (#support-macros for weekly QA summaries).

Macro library snapshot (demo data)

Macro	Category	Usage (7d)	QA Status	Last Updated
Billing — invoice explanation	Billing	89	Passed	2026-05-01
SSO setup — Okta walkthrough	Onboarding	47	Passed	2026-04-15
API rate limit — hit 429 error	Technical	38	Needs update	2026-02-10
Password reset — manual trigger	Account	31	Passed	2026-05-10
CSV export — row limit workaround	Technical	24	Draft	—
Refund request — standard	Billing	22	Passed	2026-03-20
iOS login loop — known issue	Mobile	18	Draft	—

Every macro in /macros/ carries a QA stamp, a cluster link, and a reason it was written.