Shortcut templates for easy conversations
The instructions below are for desktops and laptops only.
Having a set of shortcut templates can help streamline conversations and enable your team to provide consistent, top-notch support.
Shortcuts are pre-written responses that you can create for common events, questions, or situations. For a general understanding of using and managing shortcuts, click here.
In this guide, you’ll get a sample list of shortcut templates, which you can easily import into your tawk.to dashboard.
The best way to create shortcuts is to base them on common questions and responses your team encounters.
| 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:
2. In the Shortcut column, enter a short, easy-to-remember keyword or phrase.
3. In the Message column, write out the full response you want your agents to use.
For example, you can create a shortcut called "welcome" with the message "Hi there! How can I help you today?"
Add as many shortcuts as you want. Here’s an example of how your sheet might look like:
4. Save your spreadsheet as a CSV file. You’ll need it for the next section.
Follow these steps to import your shortcuts:
1. Log in to your tawk.to account.
2. On your dashboard, select the property for which you want to add a shortcut. Hover over the property name to ensure you’ve selected the correct one.
3. Click the gear icon on the top menu to go to the Administration panel.
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. Ensure Import as is Public. The shortcuts from your CSV file should appear below. Double-check your shortcuts and click Save.
That’s it! You’ve successfully imported your list of shortcuts. Next, let’s see how easily your support agents can use these shortcuts in chats.
To use a shortcut in chats, type “/” and a list of shortcuts will appear. Type the shortcut name or scroll through the list and select the one you need.
For example:
Remember to test your shortcuts and iron out any potential issues affecting your customers' experience.
With pre-written responses at your agents' fingertips, your support team can provide faster, accurate answers, while maintaining your brand's voice.
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