Predefined Responses / Conversation Shortcuts

Create quick replies for your customers using predefined templates.
These are saved texts that can be used to respond quickly to frequently asked questions, saving time and increasing agent efficiency.

During the chat, an agent can access these responses by typing a specific code.

How to add a new automatic response:

Step 1:
Go to Predefined Responses Settings by clicking on ‘Settings’ and then ‘Shortcuts.’

Step 2:
Click the green “Add Predefined Response” button in the upper right corner of the page.

Step 3:
Fill in the short code (at least 2 characters) and the desired message content in the modal that appears.
Then click ‘Send.’

If everything is correct, a confirmation message will appear.

Attention:
All created responses will be available to all agents and account administrators.
To edit or delete a response, simply click the corresponding icons and follow the instructions.