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Creating and Using Shortcuts for Live Chat

Speed up your team’s replies with shortcuts. Set up shortcuts for canned responses to frequently asked questions, greetings, instructions, and more.

In this article:

  • Setting the Shortcut Key
  • Creating a Shortcut
  • Using a Shortcut

Setting the Shortcut Key

Head to Settings > Conversation Settings > Shortcuts to manage your team’s autofill responses.

If you’re completing your initial setup of the platform, you’ll want to select a Shortcut Key. This key is how your team will insert responses. By default, the key is set to forward slash ‘/’. When selecting a key, it’s helpful to choose something unlikely to be used in conversations with visitors like a particular symbol or punctuation mark.


Set your Shortcut Key by clicking on the dropdown next to ‘Create Shortcut’ and selecting ‘Shortcut Key’. Enter the key you’d like to use, then click ‘Add Shortcut Key’.

Now you’re ready to add shortcuts.

Creating a Shortcut

From the Shortcuts home screen, click ‘Create Shortcut’. Give the shortcut a name. Users will need to type this name in directly after the shortcut key to insert the saved reply.

Use the drop-down menu to assign the shortcut to a department. Leaving this field blank will make the shortcut available to all users.


Next you’ll add a group. Use the dropdown to choose an existing group, or type in a new group name then hit the return key to add it. Groups may be used for a number of reasons, but are most commonly used to categorize shortcuts by their purpose.


Finally, add the response message. Include any relevant links, images, text formatting, or webhooks if you wish. When you’re done, click ‘Add Shortcut’.


Note: Images and formatting only appear on email and chat.

Using a Shortcut

Using shortcuts is easy. In the conversation timeline, simply enter the Shortcut Key and click on the relevant name to insert a saved reply. Add personalization or any other changes needed for the context of the conversation, then click ‘Send’.


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