Setting up guided chat flows with AI Assist
The instructions below are for desktops and laptops only.
Shortcuts in tawk.to are pre-written response templates with additional features like Suggested Messages, AI Questions, attachments, and tags.
When used with AI Assist, Shortcuts allow you to create guided chat flows that shape what visitors see and how each conversation moves forward.
This guide walks you through how each part works and how to set everything up.
Suggested Messages appear as clickable buttons in chat. They guide visitors by offering clear, easy options without requiring them to type. You can attach Suggested Messages to Shortcuts to encourage common actions such as:
- Asking about pricing or availability
- Requesting support
- Booking a demo
- Navigating to specific pages
When a visitor clicks a Suggested Message, AI Assist uses AI Questions to determine which Shortcut to trigger. This ensures the right response is delivered exactly as written, along with any attachments or actions you’ve configured.
For a step-by-step walkthrough, see this guide:
Using Suggested Messages and AI Assist to Create Scripted Chat Sequences
What are AI Questions?
AI Questions are prompts you attach to Shortcuts to represent common visitor needs, like “Where’s my order?” or “How much does it cost?” Visitors don’t see these questions. AI Assist uses them behind the scenes to match what visitors type—or which Suggested Messages they click—to the right Shortcut.
Using AI Questions with Shortcuts lets you build predictable flows where each step returns a controlled response and triggers any attachments or actions set up in the Shortcut.
Attachments and Actions
Elements (visible to visitors):
- Forms (lead or ticket forms)
- Suggested Messages
- File uploads (images, PDFs)
Actions (happen in the background):
- Transferring a chat to an agent, department, or all agents
- Adding or removing tags from a conversation
Suggested Messages are themselves considered elements. This means a Shortcut can include Suggested Messages in its response, creating a chain where each click triggers the next Shortcut, continuing the guided flow.
Tags are critical for organizing and tracking chats. You can add or remove tags through Shortcuts’ actions, helping you categorize conversations, trigger automations, or collect analytics.
Setting Up Shortcuts, Suggested Messages, AI Questions, and Tags
3. Click Administration on the left navigation bar.
4. Click Shortcuts under Settings in the left submenu.
5. You’ll see a list of your Shortcuts. Click to open a Shortcut.
You can add:
- Up to 4 Suggested Messages
- Up to 4 AI Questions
- Tags and attachments as actions
Tips for Suggested Messages
Keep text simple and under 10 words.
- Use visitor-friendly language, not internal jargon.
- Align buttons with common visitor questions or actions.
Important Considerations
Suggested Messages act as conversation starters, while AI Questions operate behind the scenes to route queries to the right responses.
- Visitors can ignore Suggested Messages and type their own questions; AI Assist will respond based on its training.
- Regularly update Shortcuts and AI Questions to match changes in your services or content.
- AI Assist must be enabled to use AI Questions. AI Questions do not appear to the visitor—they’re used internally to map responses.
- Shortcuts triggered by AI Questions can include text replies, links, commands, or custom JavaScript events.
- AI Assist has a monthly message limit. You can purchase additional message credits (called “overages”) or upgrade your plan to support AI Assist’s responses. Learn more here: How to top up AI Assist message credits
Related guides
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