The first thing most customer support experts automate using Magical is having to type out their most common conversation with customers. Depending on your business, this might be a common question you get about your product, a response to a billing question, or a step-by-step guide to help them troubleshoot something. You might already have these set up as a macro within a customer support platform (such as Zendesk)—but Magical makes it easier to customize, edit, share, and call up your templates anywhere in a web browser. In Magical, these are called templates. And not only do they let you use rich media and formatting, they also come equipped with info placeholders so you can instantly personalize your templates with details like the first name of the customer you’re messaging or their ticket number.