Enable templates for written responses.
Improve the agent interface
The following prerequisites apply to Salesforce Classic and Lightning Experience:Make sure that the record page you want to use macros with includes a publisher, like the Chatter component, and the actions you want to use, like Email or Log a Call. To customize the page layout, edit the page in Setup. Add the Macros widget or utility to the app.
In Salesforce Classic, add the ...
Can anubody explain why is macro and not keyboard shortcuts? Thank you.