Quickly create and use messaging shortcuts
Shortcuts help agents insert consistent replies when messaging contacts or replying to tickets.
Step-by-Step Process
- From your dashboard, click Tickets.
- Click My Shortcuts to open the shortcuts page.
[CAPTURE: Tickets tab with “My Shortcuts” button highlighted.]
- Click New (top right).
- Enter a shortcut name.
- Add the message text you want inserted.
- Click Create to save.
[CAPTURE: New Shortcut dialog showing name and message fields.]
Shortcuts can be used anywhere you send a direct message, including the contact chat window and ticket replies.
- Option 1 — Shortcut icon: Click inside the message box, select the shortcut icon, then choose a shortcut to insert.
- Option 2 — Keyboard shortcut: Type /, start typing the shortcut name, then press Enter to insert it.
[CAPTURE: Message composer showing shortcut icon.]
[CAPTURE: Message box showing “/” shortcut search in action.]
- Review your shortcuts in the list.
- To delete a shortcut, click the trash icon on the right.
Permissions note: Only users with Administrator or Editor roles can create or delete shortcuts.
[CAPTURE: Shortcuts list showing multiple shortcuts and delete icon.]
Common Issues & Quick Fixes
Problem: I don’t see the option to create shortcuts.
Possible cause: Your user role does not have permission.
Fix: Ask an administrator to grant Editor or Admin access.
Problem: My shortcut doesn’t appear when typing “/”.
Possible causes: The shortcut was deleted, or the name was mistyped.
Fix: Check the shortcuts list under My Shortcuts, verify the shortcut name, then try again.
Problem: Agents can’t use shortcuts.
Possible cause: The agent is replying in a context that doesn’t support direct messages.
Fix: Confirm the agent is replying via a ticket or the contact chat window.