How to use them:During a conversation with a user, type the # symbol followed by the name of the shortcut. For example: #HelloAivo.
When you press Enter, the full text configured for that shortcut will be automatically inserted.
Each agent can have their own personalized shortcut.
For example, the shortcut #Valeria could expand to:
“Hello, how are you? My name is Valeria. How can I help you?”
Edit before sending: during an active conversation, you can modify the default message before sending it by pressing the Tab key.
Check the available shortcuts:From the left side menu, select Settings > Shortcuts.
You will see the list of shortcuts available to use in your conversations.
• Shortcut: this is the name that will activate the message (for example: #bt).
• Message: this is the text that will be displayed when using that shortcut (for example: “Hello, how are you? Welcome to our call center...”).
Only Supervisor, Agent Supervisor, or Administrator roles can create, edit, and delete shortcuts.
In the tour below, you can see how they work within the platform.