How to create shortcuts?
On this page, you will find information on how to create shortcuts for agents
Estimated Reading Time: 04 minutes
The shortcut saves typing time to agents during live chat. These shortcuts will complete the chat input field for the agent. Shortcuts can facilitate communication and speed up customer service.
To better understand how to create shortcuts, watch the video or follow the instructions below:
Step 1: - go to the shortcuts menu (Menu > Search > Shortcuts)
Step 2: Create a new shortcut.
Step 3: Set the name, your shortcut text, and permissions.
Shortcuts configuration screen:
- Name: set a name for the shortcut
- Short text: enter the text message.
- Global: if it’s global it will be available to all agents. If not, only for the agent creating it.
- All: determine which bots will be assigned to the shortcut.
- Queues: determines which queues will use this shortcut
Step 4: Save your shortcut.
Step 5 - now your shortcut is available on chat tab
Each shortcut will have an “A” in front of its name, as shown in the image above. The shortcuts will be available for us in the chat text area of the chats screen, which you can display by typing Enter when the text area is empty or as you start typing it will automatically show up as suggestions.