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Here are the shortcut rules:

1. Only the admin can add or delete a shortcut.
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.

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.

Shortcuts 1

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

Shortcut 2

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

Don’t forget to click Save.

Shorcut 3

How to use your shortcuts:

Either if you are using Gmail or the SnapEngage Chat Portal and you have a command called “How”for example, you could use the shortcut by typing in \how and hitting enter.
If you’re using the SnapEngage Chat Portal you can also just start typing the word how and then select it from the auto-completion list.

Shortcut 7


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:

In the Chat Portal you can also 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 at the top of the list.

Shortcut 8



You can view all of your canned messages in a CSV document by clicking in the icon under the shortcuts you will export this list. This can be helpful when a new agent is learning the shortcuts. You can also upload the new ones here as well!

Shorcut 5

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.


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


  • Hello, my name is {alias}
  • Thank you for checking out our {js:product_name}
  • Your case record number is {js:caseId}

Published October 31, 2012

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