How to create shortcuts and use them in conversations?
In this article, you will find information on how to create shortcuts to use in conversations with your users.
Estimated reading time: 05 minutes
Shortcuts allow our chat platform support agents to send pre-configured messages quickly and efficiently during conversations with customers, improving the speed and efficiency of their responses. In this way, you can schedule multiple responses to be used in interactions with users, facilitating communication and improving customer service.
How to create shortcuts?
To create shortcuts, follow the step-by-step instructions below:
Step 1 : Go to Conversations>Quick Responses and Stickers (https://go.botmaker.com/#/shortcut).
Step 2 : Set the name, the text of your reply, and the permissions.
Under quick responses , click +Add to create a new quick reply. Give it a name and type the text that will be displayed to users.
Shortcut configuration screen
- Name : Defines the shortcut name.
- Short text : Sets the shortcut text. You can include emojis.
- Global : Defines if the shortcut will be visible to all the agents in the project. In case this option is not selected, the shortcut will be visible only to the one who created it.
- Select in which channels it will be used : This option defines if the shortcut will be displayed in all the channels you have integrated or only in some of them. Examples: webchat, WhatsApp, Zendesk, Telegram.
- Queues : This option defines in which service queues it will be active (examples: sales, support). If you do not select any queue, the shortcut will be applied to all queues by default.
Step 3: Save the shortcut by clicking Save.
Step 4: Your shortcut will now be available on the chats screen.
To display the shortcuts on the chat screen, go to Conversations>Chats
(https://go.botmaker.com/#/chats)
Each shortcut will have a number in front of its name, as shown in the image below. Thus, the created shortcuts will be available to the customer care agents in the chat area.
Keyboard shortcuts are also available for the agent to optimize their response speed at the help desk without having to move between the keyboard and the mouse. For example, by positioning the mouse over some of the tags, you will see (as in the image below) the keyboard shortcut Alt + Shift +1 and the first quick response will be activated, in this case, " Welcome".
Remember that you can access all the created shortcuts from the three dots menu located on the right or with its keyboard shortcut " Alt + Enter". You can also edit the shortcuts from that menu by selecting the Edit shortcuts option.
Screen showing the shortcuts created for your project
Editing shortcuts
When you click on Edit shortcuts , the platform will automatically redirect you to the quick response configuration screen. Once there, click on the pencil displayed on the right side of the screen, choose the shortcut to edit, and make the desired modifications. It is also possible to delete a shortcut by clicking on the icon. 
Respond quickly to specific queries or frequently asked questions from your customers by adding shortcuts to conversations on the chat screen and optimize the attention provided by your agents for a smoother interaction with customers.
Remember to visit our Help Center for further information.
Written by:
Botmaker Team
Updated: 03/04/2023