# Create a support macro library from chat history

> Turn repeated customer conversations into approved support macros, FAQ entries, and escalation rules.

- Canonical: https://gptnavi.com/workflows/support-macro-library-from-chat-history
- Category: Customer Support
- Difficulty: Intermediate
- Setup time: 2 hours
- Estimated time saved: 4-10 hours
- Last materially updated: 2026-08-24
- Best for: Support teams, Ecommerce sellers, Small teams
- Tools: Intercom, Gorgias, ChatGPT, Notion

## Quick answer

This workflow helps support teams answer faster while keeping quality consistent and avoiding risky AI-generated replies.

## When to use it

- Support macro creation
- FAQ updates
- Agent onboarding

## Steps

1. **Export common conversations** — Collect recent tickets or chats grouped by topic, product, and resolution status. Tool: Intercom. Expected output: A support conversation sample.
2. **Cluster repeated issues** — Ask AI to group conversations by intent, root cause, urgency, and ideal resolution. Tool: ChatGPT. Expected output: A topic and intent map.
3. **Draft approved macros** — Create response templates with variables, tone guidance, escalation notes, and prohibited claims. Tool: ChatGPT. Expected output: A macro draft library.
4. **Publish and review** — Move approved macros into your support tool and review them monthly. Tool: Gorgias. Expected output: A live support macro library.

## Prompt templates

### Support intent clustering

Cluster these support conversations by customer intent, root cause, urgency, and ideal resolution. Include repeated phrases and missing documentation. Conversations: [paste]

### Macro writer

Create approved support macros for these intents. Include response, variables, when to use, when to escalate, and what not to promise. Intents: [paste]

## Common mistakes

- Publishing macros without human approval
- Making replies too robotic
- Not documenting escalation criteria

## Related workflows

- https://gptnavi.com/workflows/summarize-support-tickets-into-product-insights
- https://gptnavi.com/workflows/ai-customer-support-knowledge-base
- https://gptnavi.com/workflows/internal-ai-assistant-from-company-docs