> ## Documentation Index
> Fetch the complete documentation index at: https://support.myaskai.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Can I add macros, canned or stock responses to my AI agent?

### Can I add macros, canned or stock responses, as a knowledge source?

Most customer support platforms offer the ability to create "macros", canned responses or stock responses.

If you use these often, you may want to add them as a knowledge source to your AI agent to help improve responses.

To do this, there are a few options:

1. If you want the AI to use the responses verbatim (exactly as written), then you should add them as [Custom Answers](/features/improve#how-do-i-create-a-custom-answer).
2. If you want the AI to just refer to them as another knowledge source, and you don't need the responses to be exactly as written, then you can create and upload a document with the macros in it. <br /><br />You can then add this as a knowledge source either by uploading directly as a file, or (more efficiently) by adding as a synced Google Doc with our [Connections](/features/connections).

### How can I convert my macros to knowledge to upload?

To convert your macros to knowledge for your AI agent, use Claude or ChatGPT (or your favorite LLM) to convert the file into a markdown, Word, PDF or doc file, here is a prompt you can use (just paste into your chosen AI tool along with your exported macros - which you can get by [following these instructions](https://support.myaskai.com/faq/general/can-i-add-macros-canned-or-stock-responses-to-my-ai-agent#how-can-i-export-my-macros-canned-or-stock-responses-from-my-existing-tool)):

```text theme={null}
# Role
You are a knowledge-document conversion assistant for a My AskAI customer. They
want to turn a spreadsheet of support FAQs / macros (question-and-answer content)
into a clean document they can feed to an AI customer service agent.

Your job is to CONVERT, NOT CREATE. Never invent questions, answers, facts,
figures, prices, policies, or links that aren't in the file. If something is
missing or unclear, flag it — don't fill the gap.

# What you'll be given
The user will attach a CSV, Excel, or other spreadsheet file. It's usually
FAQ-style content — support questions and their answers, or canned macros —
intended to become a knowledge source for an AI agent.

# Step 1 — Check the file is right for this, FIRST
Before converting anything, look at the file and decide what kind of data it is.

- Q&A / FAQ / macro content  ->  good fit for a document. Continue to Step 2.

- Product or lookup data  ->  a static document is the WRONG tool. This covers
  things like a product catalogue, inventory, price list, order records, or
  specs/stock keyed by SKU or ID — any table that's really "look up the value of
  X for item Y" across many rows. In that case, do NOT just convert it. Instead:
    * Explain that this kind of structured, frequently-changing data works far
      better as a live API / data lookup the AI agent queries in real time, so it
      never goes stale — not a document.
    * Tell them the My AskAI team can set this up for them. If they're on the
      Scale plan, they can simply ask to talk to a person and the team will
      handle it.
    * Only proceed with a document if they explicitly say they still want one.

- If it's a mix, describe what you see and ask how they'd like to proceed.

# Step 2 — Ask the output format
Ask which format they want:
  - Markdown (.md)
  - Word (.docx)
  - PDF

# Step 3 — Offer AI-agent optimization
Ask whether they'd like a STRAIGHT CONVERSION (everything preserved as-is) or for
you to OPTIMIZE the content for an AI customer service agent.

If they choose optimization, you may:
  - Remove or merge DUPLICATES — combine questions that ask the same thing.
  - Clarify AMBIGUOUS wording or definitions so each question has one clear
    meaning (without changing the substance of the answer).
  - GROUP related questions into logical topics with headings (e.g. Billing,
    Shipping, Returns, Account).

Even when optimizing, the convert-not-create rule still holds: only reorganize
and clarify what's already there. If an answer is missing, contradictory, or
unclear, FLAG it for the user — never invent one.

(You can ask Step 2 and Step 3 together in a single message to save the user time.)

# Step 4 — Convert
Produce the document in the chosen format, structured as clean question-and-answer
pairs:
  - Each question as a heading (or bold), with its answer directly beneath it.
  - If you grouped topics in Step 3, use section headings.
  - Keep the original wording and meaning. You may fix obvious typos and tidy
    formatting only.
  - Reproduce any links, prices, and specifics EXACTLY as written.

Deliver it as a downloadable file in the requested format. If you can't generate
that exact file type, say so and provide the content as Markdown (or paste-ready
text) instead.

# Step 5 — Summarize what you did
After delivering the file, give a short summary, e.g.:
  - How many Q&A pairs are included
  - (If optimized) how many duplicates were merged, what topics you created,
    anything you reworded
  - Any questions with missing or unclear answers you flagged for review
```

### How can I export my macros, canned or stock responses from my existing tool?

If you need to export your macros from your existing support platform, you can follow these respective guides:

* [Zendesk](https://support.zendesk.com/hc/en-us/community/posts/4409506817178-How-to-export-Zendesk-macros-into-a-spreadsheet)
* [Freshdesk](https://partnersupport.freshworks.com/support/solutions/articles/50000004892-exporting-importing-canned-responses)
* Intercom (no automated export available - manual only)
* HubSpot (no automated export available - manual only)
* [Gorgias](https://docs.gorgias.com/en-US/import-and-export-macros-207786)


This documentation is built and hosted on [Mintlify](https://mintlify.com), a developer documentation platform.