Managing and creating profile shortcuts

The instructions below are for desktops and laptops only.

Profile shortcuts can only be used when answering chats on your profile page, and cannot be used on other properties. To learn more about your profile page, click here.

Shortcuts are pre-written responses that you can create for common events, questions, or situations. Here’s how shortcuts can help you deliver exceptional support:

• Maintain accuracy and brand consistency
  Craft responses that embody your company's voice and values, and say goodbye to typos and inconsistencies. Polished, pre-written responses ensure a professional image and clear communication.
  
  

• Effortless file and resource sharing
  Seamlessly share relevant documents, images, and links directly within the chat window, saving time and providing customers with the information they need instantly.

• Streamlined workflow
  Utilize shortcuts to automate tasks like tagging chats with specific topics or seamlessly transferring complex inquiries to the most qualified department within your team.
  
  

Read on to learn how to create and manage your profile shortcuts.

Follow these steps to create a profile shortcut:

1. Click your profile image on the bottom left corner of your dashboard.

2. Click Edit Profile.

3. Go to Profile > Profile Shortcuts.

4. Click Add Shortcut.

5. Enter the shortcut name. A descriptive name will help you find the shortcut easily.

6. Enter the message you want to send to your visitors.

7. Click Add Element to send a file, ticket form, or up to 4 suggested messages.

8. Click + Action to change tags or transfer the chat to other agents.

9. Skip the Access setting. All Profile Shortcuts are Personal by default because only you can access chats on your profile page.

10. Check the preview on the right. Then, click Save.

You can now use the shortcut in chats on your profile page.

You can create shortcuts in batches by importing a CSV file containing your shortcut details.

Follow these steps to create a batch of profile shortcuts:

1. On your Profile Shortcuts settings page, click Add Shortcut > Import from CSV.

2. Select the CSV file on your computer.

3. Edit your shortcuts if necessary. Then, click Save.

You can now use the shortcuts in chats on your profile page.

Remember to keep Profile Shortcuts relevant to conversational topics that may come up in chats on your Profile Page.

Note: Profile shortcuts aren’t used as a data source for AI Assist.

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