Use message shortcuts to save your most common replies and insert them instantly from the Inbox.

Shortcuts, also known as canned messages, are one of the simplest ways to speed up support work in Crisp. They help you keep replies consistent, reduce repetitive typing, and make onboarding easier for the rest of the team.

Create a shortcut

Go to Settings → Inbox Settings → Message Shortcuts to create and manage your shortcut library.

What to define when creating a shortcut

Each shortcut has three main parts:

• Bang → the trigger you type later, such as !refund
• Category or tag → useful to organize a growing shortcut library
• Message body → the actual reply that should be inserted

A good shortcut is short, clear, and easy to adapt to the current conversation.

Use a shortcut in a conversation

To insert a shortcut from the Inbox, start typing ! in the composer.

Crisp will show the shortcuts that match what you type so you can select the right one quickly.

Personalize shortcuts with replacement tags

Shortcuts can include dynamic values so the inserted message adapts to the current conversation.

Useful replacement tags include:

• 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 → {{ data.your_key }} or {{ data.your_key | "Fallback Value" }}
• Session ID → {{ session_id }}
• Agent name → {{ operator.full }}, {{ operator.first }}, or {{ operator.last }} with optional fallbacks

If a shortcut contains variables, make sure the current conversation actually has the matching data available.

Build a better shortcut library

A shortcut library stays useful only if it remains easy to browse.

Good shortcut habits include:

• Use clear bangs such as !refund, !cancel, or !welcome
• Group shortcuts by theme with categories or tags
• Review old shortcuts regularly and archive the ones nobody uses anymore
• Standardize important replies across the team

Go further with shortcuts:

• How to import / export message shortcuts?
• Keyboard shortcuts for your Crisp Inbox

Updated on: 19/04/2026