Mastering Shortcuts Messages
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.
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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.'
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Manage Your Shortcuts : Your new shortcut will appear in the Shortcuts list. To delete a shortcut, click the trash icon on the far right
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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.
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If you have any questions or need further assistance, please reach out to us!
Updated on: 13/11/2024
Thank you!