Automate first responses in Gorgias using Macros and Rules

Prerequisites

Gorgias account on any paid plan
Written responses drafted for your top 5–10 most common question types

Overview

Gorgias Macros are pre-written response templates with optional dynamic variables (customer name, order number, etc.). Rules can apply a Macro automatically when a ticket matches certain conditions, closing the loop from detection to reply without any agent involvement.

Step 1: Identify your top question types

Pull your last 100 tickets and count question types. For most e-commerce brands, the top 5 look like:

Where is my order? (order status / tracking)
How do I return an item?
When will I get my refund?
Can I change or cancel my order?
Do you ship internationally?

These become your first five Macros.

Step 2: Create a Macro for each question type

Go to Macros in the left sidebar → Add macro.

Here's an example for an order status question:

Macro name: Auto-reply: Order Status

Message body:

Hi {{ticket.requester.firstname}},
 
Thanks for reaching out! You can track your order in real time using the link below:
 
👉 [Track Your Order](https://yourstore.com/tracking)
 
You'll need your order number and the email address used at checkout. If your tracking link isn't active yet, it typically updates within 24 hours of your order shipping.
 
If you have any trouble, reply here and we'll look into it for you.
 
Best,
{{ticket.assignee.firstname | default: "The Support Team"}}

Use Gorgias variables

{{ticket.requester.firstname}} and {{ticket.assignee.firstname}} pull in real names automatically. Find the full variable list in Gorgias under Settings → Macros → Variables.

Set the Macro type to Public reply (not internal note) so it sends to the customer.

Repeat for each question type, adjusting the body for each.

Step 3: Create a Rule to apply each Macro

Go to Settings → Automation → Rules → Add rule.

Rule name: Auto-reply: Order Status

When: Ticket is created

Conditions (ANY match):

Message body contains: where is my order
Message body contains: tracking number
Message body contains: when will it arrive
Message body contains: order status
Subject contains: order status
Subject contains: where is my

Actions:

Apply macro: Auto-reply: Order Status
Add tag: auto-replied
Set ticket status: closed (optional — only if the macro fully resolves the issue)

Don't close if the question requires follow-up

Setting status to "closed" works well for fully-contained answers like tracking links. For questions that may need a follow-up (refunds, returns), leave the ticket open and set status to "pending" so it lands in your reply queue if the customer responds.

Step 4: Create Rules for each Macro

Repeat Step 3 for each question type. Use specific, distinct keyword sets per Rule to avoid applying the wrong Macro:

Returns Rule: "return", "send back", "exchange", "RMA"
Refund Rule: "refund", "money back", "charged twice", "credit"
Cancel/Change Rule: "cancel my order", "change my order", "wrong item", "wrong address"
Shipping info Rule: "do you ship to", "international shipping", "how long does shipping take"

Step 5: Add an `auto-replied` View

Create a View to monitor all auto-replied tickets:

View name: Auto-Replies Filters: Tag is auto-replied, Status is open or pending

This is your quality-control queue. Check it daily at first to catch any macros that fired incorrectly. If a Rule is triggering on the wrong tickets, tighten its keyword conditions.

Step 6: Set a satisfaction survey (optional)

For auto-closed tickets, configure Gorgias to send a CSAT survey after closure:

Settings → Satisfaction → Surveys → Enable

This surfaces any customers who got an auto-reply but didn't find it helpful, so you can refine your Macros.

Cost

Macros and Rules are included in all Gorgias paid plans at no additional cost.