Shortcuts allow reps to deliver fast, accurate responses in live conversations. Easily boost your team's productivity and gain the website visitor's trust by adding shortcuts to frequently asked questions and pounce opening messages.
Personal and org shortcuts
To find all shortcuts, go to Settings → Me → Shortcuts.
My shortcuts (aka personal shortcuts)
Conversation snippets that only you have access to. You’ll want these to be frequently used sayings, phrases, and words.
Example
"Hey there! [Your Name] here from the [Company Name] team!"
Org shortcuts
Conversation snippets that you’d like your whole team to use during their conversations.
Org shortcuts can only be created by a Qualified admin.
Examples
“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."
Creating shortcuts
To create a shortcut:
- Click the “+” next to the type of shortcut you would like to create (my Shortcuts, or org shortcuts if you’re an admin)
- Title your shortcut
- Enter your shortcut message
- Click Save in the top right corner
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.
.svg)
