> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://help.textit.com/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

#  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

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

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

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-17285_h20yie.png)

3. **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.'

![](https://storage.crisp.chat/users/helpdesk/website/7a9fc4558a9de000/screenshot-2024-11-01-at-14282_6oupam.png)

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

![](https://storage.crisp.chat/users/helpdesk/website/7a9fc4558a9de000/screenshot-2024-11-01-at-14284_11ubedo.png)

**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. 

1. In the chat window on a [contact's page.](https://help.textit.com/en/article/sending-manual-messages-to-contacts-or-groups-ou9gns/)
2. Agents will also be able to utilize shortcuts when replying to [tickets.](https://help.textit.com/en/article/adding-a-textit-ticketing-service-1x17pkr/)

## 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.

![](https://storage.crisp.chat/users/helpdesk/website/-/7/a/9/f/7a9fc4558a9de000/screenshot-2026-08-10-at-17311_iduemd.png)
If you have any questions or need further assistance, please reach out to us!