Managing and creating profile shortcuts
Shortcuts are template responses you can use while chatting with visitors to save time and make sure your responses are accurate and consistent.
Profile Shortcuts are shortcuts that are only accessible when you're answering chats on your Personal Profile page. You won't be able to see them when answering chats on any other property.
To make a new profile shortcut or manage the ones you're already using, make your way over to your Profile Icon in the top right-hand corner of the Dashboard and click the image. This will open a menu with options for changing how you experience the Dashboard and how your interactions with others will appear to them.
Click the Edit Profile option from the list to open your My Profile page. Then select the Profile Shortcuts option from the Profile list.
Here you'll see a complete list of all your Profile Shortcuts 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.
To make changes to an existing shortcut, simply select it from the list and edit it as needed. To create a new Profile Shortcut, click the green Add Shortcut button in the top right corner.
You'll now see a new window for creating Profile Shortcuts. Each shortcut is made up of two parts: a title and a message. The title 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 title of the shortcut while chatting with a visitor. Your shortcut will be replaced in the chat with the text you added to the Enter Message text box.
In the example in the image above, the title of the shortcut is "test", meaning if you're in a chat with a visitor and you type "/test" the text will be replaced with "This is a test message". It's best to give your shortcuts short titles with as few characters as possible so you can use them quickly.
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.
Changing a Profile Shortcut from Public to Personal has no effect as no one else can answer chats for on your Personal Profile page so either way, all Profile Shortcuts are Personal.
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.
Since these are all Profile Shortcuts, make sure to keep them all to do with specific things that are likely to come up in conversations on your Personal Profile page.