Creating and managing shortcuts

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Shortcuts are template responses you can use while chatting with visitors to save time and make sure your responses are accurate and consistent.

To create a new shortcut or manage existing shortcuts, make your way to the Administration section of the Dashboard and select Shortcuts from the Settings list.

If you have multiple properties, make sure to check you’re currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.

On the shortcuts page, you’ll see a complete list of all of the shortcuts associated with your property along with an option to add multiple new shortcuts at once with a CSV file by using the Import from CSV button in the top right. Just next to that is the option for creating a new shortcut with the green Add Shortcut button.

Each shortcut is made up of two parts, a name and a message. The name you give it in the Enter Shortcut text box will function as a way to recall it quickly.

Once you’ve set up a shortcut you can simply type forward-slash ( / ) followed by the name of the shortcut while chatting with a visitor and the text will be replaced with the text you add to the Enter Message text box.

In the example in the image above, the name of the shortcut is “test”, meaning if you’re in a chat with a visitor and you type “/test” the test will be replaced with “This is a test message”. It’s best to give your shortcuts short names with as few characters as possible so you can use them quickly.

There are a few final options to chose to decide on how your new shortcut will function before saving. At the bottom of the window, you have a choice between making the new shortcut Public or Personal.

Public allows all agents with access to this property to use this shortcut when answering chats while Personal will mean the shortcut can only be used by you.

You can also add a simple survey to the shortcut by changing the Type from Message to Survey. Doing this will add clickable options for the visitor. You can add more by clicking the Add Option button, then click each text box to customize the available responses.

Once you’ve got your new shortcut set up the way you want, make sure to click the green Save button in the bottom right corner. This will take you back to the list of shortcuts giving you a quick view of everything you used to make it the shortcut.

If you want to make any changes to an existing shortcut you just need to select it from the list.

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