Shortcut templates for easy conversations
The instructions below are for desktops and laptops only.
Using shortcut templates helps your team respond quickly and consistently to common customer questions.
Shortcuts are pre-written replies you can create shortcuts for common events, questions, or situations. These pre-written replies save time and maintain a clear, uniform tone across all conversations.
To learn more about creating shortcuts, see this guide:
Here are some commonly used shortcut templates:
| Shortcut | Message |
| hello | Hi there! Thanks for dropping in |
| hello-no-thanks | No worries. We're here if you need anything. :blush: |
| hello-again | Hey there, welcome back! |
| how | How can I help? |
| can | Is there anything else I can help you with? |
| noresponse | As you haven't responded for several minutes, I am going to close the chat. Feel free to pop back in at any time. We are here to assist with any questions you may have. |
| thanks | Thanks for the chat. Pop back in if we can assist with anything else.Feedback helps us learn and improve. Please use the thumbs in your chat window to rate your interaction today. |
| most-welcome | You're most welcome! |
| checking | Please bear with me while I look into this for you. |
| checking2 | Still checking — thanks for your patience. |
| checking-capture | Please give me a moment whilst I look into this for you. In the meantime, can you please share your name and email address in case we get disconnected? |
| escalate | Thanks for your query. I'm afraid I don't have this info handy, though if you provide your name and email, I'll have the right member of the team get back to you via email ASAP, ok? |
| ticket-submitted | I've just submitted a ticket with your request and we'll get back to you via email as soon as possible. A copy of the ticket will shortly be sent to your email for reference. |
| ticket-delay | Sorry for the delay, let me expedite the ticket for you now. I'll inform the team and they will follow up as soon as possible. Thanks for your patience and understanding. |
| capture | What's your name and the best email to contact you? |
| capture-disconnected | Could you please share your name and email address in case we get disconnected? |
| captured-lead | Perfect! Thank you for your details, one of my colleagues will be in touch with you as soon as possible. |
| spam | Could you please have a look in your spam folder? Perhaps our email ended up there. |
| screenshot | Could you please send me a screenshot so I can better assist? |
| waiting | Thanks so much for your patience while waiting! |
| english | I'm sorry, but there are only English speaking agents online at the moment. Perhaps I could assist you in English for the time being? |
| elaborate | Sorry, not sure I understand the question. Could you please elaborate? |
| ban | Please do not swear or be abusive in the chat, otherwise we will be forced to ban you without further notice. |
Follow these steps to organize your shortcut templates in a spreadsheet:
To keep your shortcuts organized and ready for import, follow these steps:
1. Create a spreadsheet with 2 columns.
2. In Column A, list your shortcut names (e.g., welcome).
3. In Column B, add the corresponding messages (e.g., Hi there! How can I help you today?).
4. Fill in the spreadsheet with all the shortcut messages your team will use. Here’s an example of how your sheet might look:
5. Once you’ve entered everything, save the spreadsheet in CSV format. This makes it easy to import your shortcuts into tawk.to.
Follow these steps to import your shortcuts:
3. Click Administration in the top menu.
4. On the Administration menu, select Shortcuts under Settings.
5. Click Add shortcut and select Import from CSV. Then, select the CSV file on your computer.
6. Choose Public (under Import as), double-check your shortcuts, and click Save.
Type a forward slash “/” and a list of shortcuts will appear. Type the shortcut name or scroll through the list and select the one you need.
Additional considerations
AI Assist integration
AI Assist can use your shortcuts to deliver automated responses during chats. Make sure your shortcuts are clear and well-structured to improve accuracy and effectiveness.
Keep your shortcuts up to date
Regularly review and update your shortcuts to reflect any changes in your services, promotions, or common customer questions.
Train your team
Help your team get the most out of shortcuts by showing them how and when to use them. This ensures consistent messaging and faster responses across all conversations.
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