Creating and Using Shortcuts

You can now create and utilize shortcuts for faster messaging. Shortcuts allow you to insert pre-written responses for common scenarios, enhancing your response times and ensuring consistency in responses.

Getting Started with Shortcuts

Access the 'Tickets' Tab : Click on the 'Tickets' tab in your dashboard.

Locate the Shortcuts Button : Click on the 'My Shortcuts' button to navigate to the shortcuts page.



Create a New Shortcut :

In the top right corner, click on 'New' to create a shortcut message.
Assign a name to your shortcut and enter your response in the text box.
Once complete, click 'Create.'



Manage Your Shortcuts : Your new shortcut will appear in the Shortcuts list. To delete a shortcut, click the trash icon on the far right



Note that only users with Administrative or Editor roles can create shortcuts.

Where can shortcuts be used?

Shortcuts can be used anywhere you are sending a direct message to the contact.

In the chat window on a contact's page.
Agents will also be able to utilize shortcuts when replying to tickets.

How to access shortcuts

Access your shortcuts from any text box that feature a shortcut icon at the top. Alternatively, type "/" in the text box to quickly view all your available shortcuts. After typing "/", start typing one of your shortcut’s names, then press Enter to add it. This enables fast keyboard control without needing to use the mouse.



If you have any questions or need further assistance, please reach out to us!

Updated on: 13/11/2024