Creating Shortcuts for Chat

Shortcuts allow reps to deliver fast, accurate responses in live chat. You can easily boost your team's productivity and gain the website visitor's trust by adding shortcuts to frequently asked questions and pounce opening messages.

In this article, we’ll go over when and how to create and use shortcuts.

• Personal and Org Shortcuts
• Creating Shortcuts

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Personal and Org Shortcuts

To find all shortcuts, go to Settings → Me → Shortcuts.

• My Shortcuts (aka Personal Shortcuts) will be conversation snippets that only you have access to. You’ll want these to be frequently used sayings, phrases, and words. 
  "Hey there! [Your Name] here from the [Company Name] team!"

• Org Shortcuts are snippets that you’d like your whole team to use during their chat conversations. These can only be created by a Qualified Admin. 
  “Thanks for your interest in our product! Are there questions you didn’t quite get answered today?”
  “I see you’re looking at ____ on the site. Are you interested in seeing some of our case studies?”
  "Hi there! I'm happy to chat through which pricing option best fits your business needs."

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Creating Shortcuts

To create a Shortcut:

1. Click the “+” next to the type of Shortcut you would like to create (My Shortcuts, or Org Shortcuts if you’re an Admin)
2. Title your shortcut
3. Enter your Shortcut message
4. Click Save in the top right corner

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Keep the name of your shortcut as brief as possible. This will be what you use to execute the shortcut when you’re in live chat. For example: /Welcome or /Hello are great naming schemes that work well and are quick to remember and execute.

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