From the ‘Admin Site’ navigate to 'Knowledge Base' menu and select the option 'Macros' on the left

Press 'Add new macro' button and a new form is displayed. Fill in the title and content of the macro and
press 'Save' to commit.

You can edit or delete macros from the ‘Macros’ main page by clicking on the ‘edit’ or ‘delete’ icon to
the right of the macro title.

To use macros in your response, open the case in the ‘Agent App’ and click the 'macros' button below
the reply field and select the desired macro to insert into the reply message.