Available on Crisp Mini, Shortcuts are a great way to reply faster to your customers. Also known as canned messages, they are strong asset to build an impressive customer service.

Here is how to use it.

1. Add a shortcut

Where to create and manage shortcuts:

• Head over to the Settings section
• Navigate to Settings > Inbox Settings > Message Shortcuts
• Start creating your shortcuts

When creating your shortcut:

• You need to add a !bang . This bang will be a word which will be used later to reply faster. Like !forget_password
• You can organize then your shortcuts using categories, like Videos, Greetings, Products, etc.
• Finally, write your sentence

2. Reply using a shortcut

3. Format your shortcuts with replacement tags

If you need to insert dynamic content in your shortcut text (eg. a name, a country), you can use replacement tags .

Replacement tags available:

• Full name: {{ name.full }} or {{ name.full | "Fallback Full Name" }}
• First name: {{ name.first }} or {{ name.first | "Fallback First Name" }}
• Last name: {{ name.last }} or {{ name.last | "Fallback Last Name" }}
• Email: {{ email }} or {{ email | "Fallback Email" }}
• Country: {{ country }} or {{ country | "Fallback Country" }}
• City: {{ city }} or {{ city | "Fallback City" }}
• Website: {{ website }} or {{ website | "Fallback Website" }}
• Company name: {{ company.name }} or {{ company.name | "Fallback Company Name" }}
• Custom data value: {{ data.your_key }} or {{ data.your_key | "Fallback Value" }} (replace your_key with a data key you use)
• Session ID: {{ session_id}}
• Operator name: {{ operator.full }} or {{ operator.full | "Fallback Full Name" }}
• Operator First name: {{ operator.first }} or {{ operator.first | "Fallback First Name" }}
• Operator Last name: {{ operator.last }} or {{ operator.last | "Fallback Last Name" }}

Shortcut macros use a specific syntax that you use in your shortcut texts, that you must expand once you use your shortcut in a conversation. In the case a shortcut text contains a macro, you will be forced to expand all macro variables when calling the shortcut.

Updated on: 30/06/2025