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How to personalize a Gorgias macro reply

Turn a saved Gorgias macro into a reply that answers the actual question. Includes a worked example and a Vellix wording-review step before sending.

Turn a generic macro into a specific follow-up

Before

Please reset the device using the instructions in our setup guide. If the issue continues, contact us for more help.

After

Thanks for trying the reset. Since the indicator is still blinking, please send the model number printed on the base. We can then identify the next troubleshooting step for your device.

Fictional example: the customer has completed the reset, and this team needs the model number before choosing the next step. Use this only when that process and label location are correct.

Choose the macro for the question being asked now

Read the latest message and the relevant earlier replies. Summarize what has happened and what the customer needs next. Use that summary to choose a saved response.

For the example above: the reset is complete, the indicator is still blinking and the customer needs the next troubleshooting step. Repeating the full reset instructions would miss that request.

Keep the useful parts and remove repetition

Gorgias macros can add saved text to the message composer. Variables can populate customer or ticket details, but the resulting reply still needs to fit the conversation.

Acknowledge any step the customer has already completed. Ask only for information still missing, and explain why it is needed. If the model number is already in the thread, use it instead of asking again.

Check the populated draft and attached actions

Gorgias documents that a missing variable value can become blank. Look for incomplete greetings, missing references and sentences that no longer make sense. Verify important details against the appropriate records.

Review the macro actions shown below the editor before sending. Gorgias documents that unwanted actions can be removed there. A wording edit does not establish that those actions are appropriate.

Use Vellix to polish the draft after you personalize it

After you adapt the macro and check the details, use Vellix to suggest wording for the draft in Gorgias. Review the suggestion and decide whether to apply the replacement.

For this example, check that the suggestion preserves the completed reset and the request for the model number. Reject wording that adds another troubleshooting instruction.

You still choose the macro, verify the facts and next step, review its actions and decide whether to send.

Try Vellix on one macro-based reply you have already tailored. Compare the wording for repetition, clarity and a natural tone while keeping the same answer.

See setup requirements

Sources and editorial note

Examples are fictional. Sources for the platform guidance are linked below.

Gorgias guidance on applying macros and reviewing actions before sending. Checked 2026-10-19.
Gorgias documentation on populated macro variables and missing values. Checked 2026-10-19.

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