Creating and managing global shortcuts
A Global Shortcut can be used on any property associated with your account, including your Profile Page.
These come in handy when you want to personalize the chat or respond to tickets.
For example, you can create a Global Shortcut with your contact information or a link to your appointment calendar.
Or you might want to personalize a general greeting. For example, “Thanks for reaching out. My name is Adrian, may I ask who I am chatting with today?”
Global shortcuts can only be used and accessed from the account holder’s profile.
To create and manage your Global Shortcut, click the Profile icon in the lower-left corner of the Dashboard and select Edit Profile.
In the left menu, select Global Shortcuts under Account to display a list of your current shortcuts.
To add a new global shortcut, click the Add Shortcut button in the upper-right corner.
Each Shortcut is made up of three parts: the name, message, and Suggested Messages.
In the Shortcut field, enter a name for your new shortcut. The name you provide in the Enter Shortcut text box will function as a way to recall it quickly.
In the Message field, enter the text that will appear in messaging when you use the Shortcut.
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.
Learn more about Suggested Messages here: Suggested Messages and AI Questions
To use the Shortcut, type a forward slash (/) followed by the name of the Shortcut. The Shortcut message you entered will then appear in the chat.
To edit a Global Shortcut, click the Shortcut in the list to open the editing panel. Make your changes and hit the Save button in the lower-right corner of the panel.
To delete a Global Shortcut from the editing panel, click the Delete button in the lower-right corner of the panel.
Use the search bar at the top of the Global Shortcuts panel to find a Shortcut you need.
Click the funnel icon to the right of the search bar to filter your Shortcuts by type — Message or Survey.
In case you encounter any issues, our support team is always available. Schedule a call so we can better assist you.