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(Last Updated On: October 10, 2018)

Here are the shortcut rules:

1. Only the admin can add or delete a shortcut from within the Admin Dashboard.
2. Each message can be up to 450 characters. (If you want more information you can split the message between two canned responses.)
3. There is no limit to the number of shortcuts that can be added, but keep in mind that your agents will need to navigate through the options.

Here is how to add a shortcut:

1. Log into your Admin Dashboard and go to your Settings.

2. Select Agent Settings, and go to Shortcuts.

3.  At the bottom, click “Add new shortcut”.

4. Enter a command (4.1) followed by the message (4.2). The command is what an agent will type during a chat and the message is what will appear when the command is selected.

5. Don’t forget to Save Changes (5).

How to use your shortcuts:

Either if you are using SnapEngage Chat Portal or the new SnapEngage Hub and you have a command called “how” for example, you could use the shortcut by typing in \how in the text field (6) and hitting enter. Keep in mind that Shortcuts will only work while in an active chat with a visitor, and will not work in a Team Chat with a colleague.

You will also see some recommended Shortcuts while typing a message to a visitor. For example, if I type “how” in the text field the following options would be shown:

Legacy Chat Portal view

 

Hub view

 

By default, both the shortcut command and message are shown in the auto-completion list. If you want to only see the command you can change it in the Agent Preferences dialog from the chat portal (7):

Viewing Available Shortcuts

Legacy Chat Portal view

In the Chat Portal, you can view a list of your available Shortcuts by clicking on the dots-and-dashes icon in the text field of the chat. You can search through your list of Shortcuts by typing in the search field (8) at the top of the list.

 

Hub view

In the Hub, you can view a list of your available Shortcuts by clicking on the Shortcuts button while in an active chat. This will prompt a window to pop up showing all Shortcuts, also in the search field you can search for a specific shortcut (9).

 


Advanced:

You can view all of your canned messages in a CSV document by clicking on the “Export” icon (10) in the Shortcuts tab. This can be helpful when a new agent is learning the shortcuts. You can also upload new ones (11) here as well!

Importing shortcuts need to be imported as a CSV and using the following format. Column A is the Command and Column B is the message. Do not add slashes to the commands as we auto add them after import. 

Note: Parameters and JavaScript variables can also be used inside shortcuts (12).

Examples:

  • Hello, my name is {alias}. To use more than one variable, you will need to add a <br> tag.
  • Thank you for checking out our {js:product_name}
  • Your case record number is {js:caseId}

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Published October 31, 2012


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