Creating and managing shortcuts

[Desktop]

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


NOTE: The instructions below can be completed from a browser or the tawk.to desktop apps.


View directions for Android here: Creating and managing shortcuts on Android

View directions for iOS here: Creating and managing shortcuts on iOS

Here’s how to create a new Shortcut or manage existing Shortcuts:


If you have multiple properties, check to make sure you're viewing the correct one. Hover over the current property name in the upper-left menu to select a new property from the list.

Then make your way to ⚙️Administration, select Settings, then 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. To do that, click the green + Add Shortcut button and select from the drop-down Import from CSV.

To create a new Shortcut, click the green + Add Shortcut button and select from the drop-down New Shortcut.

Each Shortcut is made up of four parts: the name, message, Suggested Messages, and AI Questions. The name you provide in the Enter Shortcut text box will function as a way to recall it quickly.

In the Shortcut field, enter a name for your new Shortcut.

In the Message field, enter the text that will appear in messaging when you use the Shortcut. Additionally, you will notice that the Widget Preview reflects any changes you make.

Suggested Messages are optional text choices shown to the visitor. It prompts the visitor on how they should respond.


To add a Suggested Message, simply click the Add Message button and enter the text in the input field. You can add up to four suggestions.

The AI Question field in a shortcut instructs AI Assist to use that Shortcut when the visitor inputs the question or comment. 

So if the visitor types in that question (or something similar), your AI Assist will respond with the shortcut above.


Learn more about Suggested Messages and AI Questions here: Suggested Messages and AI Questions

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 "shipping-time," meaning if you're in a chat with a visitor and you type "/shipping-time," the test will be replaced with "Our standard delivery time is 2-5 business days. We deliver nationwide throughout the United States and Canada. Please also note that we only deliver during the week, not during the weekends or holidays." 


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. Just below the Add Message button for Suggested Messages, 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.

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.

Learn how to import a full list of shortcuts we use all the time into your dashboard by following the steps in this article: Shortcut templates for easy conversations.


Need help? Reach out to our support team or schedule a call.

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