Intercom Macros

📚 Intercom Macros Library (Training Guide) 

🔹 Ticket Handling & General

Address Change (Pre-Ship)
→ Used when a customer requests to update their shipping address before the order is shipped

Order Status & Tracking
→ Provides customers with order status updates and tracking details

Close Conversation [Example]
→ Used to professionally close resolved conversations

Closing / No Response
→ Sent when customer becomes unresponsive after follow-ups

Did Not Respond [24h Manual Close]
→ Used to close tickets after 24 hours of no response

🔹 Billing & Refunds

Billing [Example]
→ General response for billing-related concerns

Payment / Billing Issue
→ Used when customer reports payment-related problems

Payment Declined
→ Explains failed payment attempts and next steps

Refund Confirmation
→ Confirms that a refund has been successfully processed

Return Status & Refund Processing
→ Updates customer on refund progress and timelines

Email Automatic 50% Refund
→ Offers partial refund as part of resolution or retention

Email Full Refund
→ Used when issuing full refund based on policy

Email Refund Request Denied (Beyond MBG)
→ Informs customer refund request is outside policy

Email Final Refund Denial (Firm Policy)
→ Final decision communication when refund is denied

🔹 Orders & Product Issues

Missing Item / Shortage
→ Used when customer reports missing items in their order

Damaged / Defective Item
→ Handles complaints about damaged or faulty products

Out of Stock / Backorder
→ Informs customers about product availability delays

Product Inquiry / FAQs
→ Answers general product-related questions

🔹 Account & Access

Customer Portal PW Change
→ Helps customer reset or change portal password

No Account Found
→ Used when customer email is not found in system

Backyard Vitality Portal Log-in
→ Assists customers with accessing their portal

Mokai Paws Portal
→ Portal access support for Mokai customers

🔹 Subscription Management

Sub Cancellation Request
→ Used when customer requests to cancel subscription

Subscription: Cancel & Retention
→ Includes retention attempt before processing cancellation

Subscription: Change Frequency
→ Helps customer modify subscription delivery schedule

Customer Decided to Cancel – Pass to Phone
→ Escalates cancellation to phone support if required

🔹 Customer Experience & Feedback

Positive Feedback / Reviews
→ Responds to customer praise and positive feedback

Negative Feedback / Complaint
→ Handles complaints and dissatisfaction

Escalation to Management
→ Used for high-priority or sensitive concerns

Feature Request [Example]
→ Logs customer suggestions or feature requests

🔹 Special Cases

Possible Adverse Reaction (Mild)
→ Handles minor product reaction concerns

Possible Adverse Reaction (Serious Reaction)
→ Escalates serious health-related concerns

International Shipping Info
→ Provides details about international delivery

Promotions & Special Requests
→ Responds to promo inquiries or special accommodations

Partnership / Affiliate Program
→ Handles partnership or affiliate-related questions

🔹 Internal / Admin

Bug Report [Example]
→ Used to document and report system issues

CALL NOTES
→ Internal note-taking template for call interactions

Duplicate Ticket
→ Handles duplicate conversations

Duplicate Ticket Internal Notes
→ Internal note for duplicate ticket handling

🔹 Signatures

BV Signature
→ Standard signature for Backyard Vitality

Mokai Signature
→ Standard signature for Mokai

UpWellness Signature
→ Standard signature for UpWellness

🔹 Misc

Template for the Concern with Capsules
→ Used for capsule-related product concerns

Wholesale / Bulk Inquiry
→ Handles bulk or wholesale order requests

Your Refund Has Been Processed
→ Confirms completed refund transaction