Shortcuts

Shortcuts are a great feature that will help you respond to chats. Let me show you what you need to know.

Shortcuts are canned responses. You can use them instead of typing the same answer over and over again.

Here are the five main benefits of using shortcuts:
1. They improve efficiency.
2. They reduce the number of errors that you and your team make.
3. They make it easier to respond on mobile.
4. They can help you train and scale your team.
5. They ensure that everyone in your business is responding in a consistent manner.

There are shortcuts and there are global shortcuts. Global shortcuts are found in the ‘Edit Profile’ menu here. Global shortcuts can be used by you only across multiple properties. Only you have access to these shortcuts — no one else on your team. So you can personalize them for the way that you would like to respond.

Every member of the property has access to the other shortcuts — the ones in the Administration menu.

To add a new shortcut, follow these steps:
1. Click on ‘Administration,’ which is the gear icon in the upper tab menu.
2. In the left menu under ‘Settings,’ select ‘Shortcuts.’
3. Then, click ‘Add Shortcut’ in the top right-hand corner.

Remember, don’t include the forward slash in the shortcut name. We recommend using all lowercase.
You can also add a new shortcut whilst you’re in a chat. How efficient is that?

Here’s how:
1. When you’re in a chat, click the ‘Shortcut’ tab.
2. Then, click ‘Add.’
3. Add the shortcut name. Remember, don’t include the forward slash.
4. Then, add the response.

That’s it! You’re all set up! You should feel more confident now navigating the dashboard and responding to an incoming chat. As with anything new though, practice makes perfect, so use the direct chat link or your personal profile page to respond to some test chats.

Now, if you need more help, we have a team available on our website 24/7 in chat. You could email us at support@tawk.to. Or if you prefer to speak with someone over the phone, there’s a link in the description below where you can schedule a call with one of our team members.

Good luck! We wish you a ton of success chatting with your customers. Bye!

Learn more:

Shortcuts

Creating and managing shortcuts

Managing and creating global shortcuts

Managing and creating profile shortcuts

Shortcuts

Here is a video showing you shortcuts.

Creating and managing shortcuts

Here is a video showing you creating and managing shortcuts.

Managing and creating global shortcuts

Here is a video showing you managing and creating global shortcuts.

Managing and creating profile shortcuts

Here is a video showing you managing and creating profile shortcuts.