Creating and managing shortcuts
Shortcuts are template responses you can use while chatting with visitors to save time and make sure your responses are accurate and consistent.
Here’s how to create a new shortcut or manage existing shortcuts:
If you have multiple properties, check to make sure you're currently viewing the correct one by hovering over the hamburger icon at the top of the Dashboard.
Next head to Administration ⮕ Settings list, then select Shortcuts
On the shortcuts page, you'll see a complete list of all of the shortcuts associated with your property. You'll also see 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 provide 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.
Before saving, there are a few final options to choose from when deciding how your new shortcut will function. 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. 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. Choosing Survey will add clickable multiple choice answers for the visitor. You can add more answers by clicking the Add Option button and clicking 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 all your entries.
If you want to make any changes to an existing shortcut, you just need to select it from the list.