How to edit and delete macros

Requirements: Only Owners, Admins, Managers, or Support roles can access this feature.

You will learn

Learn about managing options for macros used in your Klaviyo Inbox (previously called “quick responses”). Macros are pre-written templates you can use when replying to SMS and web chat tickets.

Klaviyo Helpdesk ("Inbox") is a part of Klaviyo Service and is currently in public beta. While this product remains in beta, functionality is not complete, and will be subject to change frequently throughout the beta period. By enabling Inbox through the onboarding workflow, you agree to the beta terms and conditions as provided in your contract with Klaviyo. While this feature is free during the beta period, it will be sold separately upon launch to general availability.

You must have Customer Hub enabled to join the Inbox beta. If you are not in the Customer Hub beta, join here. Note that you must be on a paid Klaviyo email plan to be approved. Participation in this beta is currently available in English for those who operate a Shopify Online Store; headless themes are not supported at this time.

For feedback about Inbox functionality, email customerhub@klaviyo.com.

Before you begin

This guide covers different options for managing your Inbox’s macros. If you're looking for more information on creating a macro, check out how to create and use macros.

Edit a macro’s content or status

Editing a macro allows you to:

Change the title.
Modify the message content.
Choose a different or new category (“tag”).
Update the status (active or inactive).
- Note that a macro's status controls its visibility in the quick insert menu within a ticket. Active macros can be inserted in a ticket reply, while Inactive macros cannot.

Note that a macro's status determines if it appears in the quick insert menu within a ticket and can therefore be inserted into a message using the quick insert feature. Active macros can be inserted in a ticket reply, while Inactive macros cannot.

To edit a macro:

In Klaviyo, navigate to Conversations > Inbox.
Click Settings.
Select the Macros tab in the top menu bar.
A list of your account's macros will appear.
Locate the macro you wish to edit. Macros are organized by category.
Click the three dots (additional options) menu next to the macro, then select Edit.
Modify the macro's title, message content, category, or status as needed.
Click Save.

Delete a macro

Deleting a macro permanently removes it from Klaviyo. If you instead want to temporarily disable a macro (i.e., remove it from the quick insert menu) and keep it saved, edit the response’s status to Inactive.

To delete a macro, follow these steps:

Go to Conversations > Inbox in Klaviyo's main navigation.
Click Settings.
Select the Macros tab in the menu bar. This will display a list of all macros in your account.
Locate the macro you wish to delete.
Select the additional options (3 dots) menu, then click Delete.
In the resulting modal, confirm you want to remove the response by clicking Delete.

Edit macro categories

You can modify or remove categories, which function like tags, that you've assigned to your macros.

The categories assigned to your Klaviyo Inbox macros organize them within the macro quick insert menu in tickets, making it easier to locate the correct one.

To edit or delete a macro category:

In Klaviyo, click your organization name in the bottom left corner.
Select Settings.
On the Account settings menu, click Tags.
Locate the category ("tag") you want to edit or delete.
Click the three dots.
- Select Edit to change the name.
- Select Delete to remove it.