Reference · built on requestOperator by FibricCustomer support

Macro Match

Matches an incoming message to your macro library and fills it from order and shipment data. Proposes the reply for the agent to send.

Request accessPricing ↗

About

A macro library answers the common questions, but an agent still has to find the right one, then look up the order to fill it in. Macro Match reads the incoming message, picks the macro that fits, and fills its placeholders from the order, the shipment, and the customer record. What the agent sees is the finished reply, with the macro named and the source of each filled value.

The agent approves, edits, or picks another macro, then sends. The operator itself sends nothing. The record keeps the macro used, the values filled, and whether the agent changed the text.

This is a reference listing. It documents what Fibric would read from Macro Match and what it could propose, based on the vendor's published interfaces. Fibric builds it under a managed deployment when you request it; selecting it here installs nothing.

Inputs

  • Active macros in Zendesk, with their actions: the comment text, the status change, and the tags each applies
  • Macros in Gorgias with name, intent, language, and usage, and actions such as setResponseText and addTags
  • Shortcuts in Kustomer, when Kustomer is the help desk
  • The order in Shopify: line items, displayFulfillmentStatus, and fulfillment events with happenedAt and estimatedDeliveryAt
  • Shipments in ShipStation by order number: trackingNumber, carrierCode, shipDate, and whether the label was voided
  • The customer's Shopify data that Gorgias holds under integrations, when Gorgias is the help desk
  • The incoming message itself: channel, language, and what it asks

Proposed actions

  • Target capability: propose the matching macro and the filled reply, shown as the ticket would look after the macro is applied
  • Target capability: propose a second candidate when two macros fit, with the difference stated
  • Target capability: propose the tags and status the macro would set, so the agent approves them with the text
  • Target capability: propose no macro, with the reason, when the message asks something the library does not cover

Proposed actions are target capabilities. Every action runs propose-first and needs a validated deployment and the appropriate permissions.

What you can build

  • Answer where-is-my-order with the tracking filled in

    A Zendesk ticket asks where the order is. The operator matches the shipping macro, reads trackingNumber and carrierCode from ShipStation, and proposes the filled reply. The agent sends it.

    With Zendesk, ShipStation

  • Pick the macro by intent in Gorgias

    Gorgias macros carry an intent. The operator matches the message to the intent, fills the customer's first name and the Shopify order from the data Gorgias holds, and proposes the reply.

    With Gorgias, Shopify

  • Show the delivery date from the fulfillment event

    The Shopify fulfillment carries an estimatedDeliveryAt. The operator fills the delivery macro with that date and the last event status, and proposes it in Kustomer for the agent.

    With Shopify, Kustomer

  • Flag the question the library cannot answer

    The message asks about a custom engraving. No macro fits. The operator proposes no reply and names the gap, so the agent writes it and the library owner sees the miss.

    With Zendesk

Requirements

  • A support connector with macro read access: Zendesk, Gorgias, or Kustomer
  • A commerce connector for the order behind the message: Shopify, Magento, or BigCommerce
  • A shipping connector for tracking values: ShipStation, or fulfillment events from the store
  • A macro library with placeholders the operator can fill, and an owner who keeps it current
Authentication
Uses the help desk, store, and shipping credentials you attach. It holds no key of its own and never sends a reply.

Limits

  • A Gorgias macro carries one language code. A message in another language needs its own macro or gets no match
  • ShipStation returns only shipments with labels bought in ShipStation. A label bought elsewhere leaves tracking blank
  • Zendesk's apply preview shows the ticket after the macro without changing it. The change happens only when the agent sends
  • It fills what the systems hold. A missing estimatedDeliveryAt leaves that line for the agent to write

Access and pricing

Reference listing. Fibric builds the operator under a managed deployment when you request it. Your quote covers the build, capabilities, usage, and support.

Request Macro Match ↗

Questions and answers

What does the agent approve before sending?
The finished reply, the macro it came from, and any tags or status the macro would set. The agent can edit the text, choose the other candidate, or write from scratch. Sending is the agent's action. The operator never sends.
Where do the filled values come from?
From the order in the store, the shipment in ShipStation or the store's fulfillment events, and the customer record. Each filled value is shown with its source. A value the systems do not hold is left blank and marked, not guessed.
Does it apply macros on its own?
No. In Zendesk it uses the preview endpoint, which shows the ticket after the macro without changing it. The macro is applied only when the agent approves and sends. The record keeps the macro id and the values used.
Ask about Macro Match

Ask about the capabilities and requirements in this listing.

For project-specific requirements, contact Fibric.

This operator is developed, published, and supported by Fibric. Third-party names and logos identify the systems an integration connects to; they are the property of their respective owners, who are not affiliated with Fibric and do not sponsor or endorse this listing. Trademark policy