Shortcuts are pre-written texts you reuse and send with a single click — greetings, answers to frequent questions, and more. They make your customer service faster by saving you from typing the same message over and over.
We've broken the article into a few sections:
Create a shortcut
Open shortcuts by clicking your profile picture in the left corner and choosing Shortcuts. To make a new one, click Add shortcut:
Then fill in:
The shortcut name that triggers the text — the shorter, the easier to remember.
The shortcut text you'll send in conversations.
Choose the shortcut type (see below) and click Save.
Personal vs. team shortcuts
When creating a shortcut, you can make it personal (just for you) or a team shortcut (shared with your whole team).
Note: Team shortcuts are available in the EXPERT package (Legacy: PRO).
What's next?
Automatic messages — greet visitors automatically based on rules.
Profile Settings — manage your personal account settings.
Inbox – general settings — categories, channels, notifications, and filtering.
💡 Need more help? Contact our support team — we're happy to assist!