Importing and exporting message shortcuts in Crisp helps you scale support faster, reuse replies across workspaces, onboard teammates easily, and migrate your existing canned responses from another tool.

Shortcuts (also known as canned messages) help you reply instantly using predefined answers.

If you're new to shortcuts, you can read this guide first.

How to export message shortcuts

Exporting shortcuts allows you to download all your replies as a .csv file.

This is especially useful if you:

• Want to back up your shortcuts,
• Want to reuse the same shortcuts across multiple workspaces,
• Are **migrating from or to another platform.**

Exports are workspace-level, making them ideal to replicate setups across different workspaces.

Steps

1. Go to Settings → Inbox Settings → Message Shortcuts
2. Click ⋯ (More) next to the search bar
3. Select Export
4. A .csv file will download automatically

From the shortcuts menu, you can access both import and export options:

What’s included in an export

• All shortcuts (bang + message)
• Associated tags

How to import message shortcuts

Importing shortcuts lets you quickly upload multiple replies at once using a .csv file.

File format

Your CSV file must include the following columns:

• bang → the shortcut trigger (eg. !refund)
• text → the message content
• tag (optional) → to organize your shortcuts

Example:

⚠️ The file must be UTF-8 encoded.

Steps

1. Go to Settings → Inbox Settings → Message Shortcuts
2. Click ⋯ (More) next to the search bar
3. Select Import
4. Upload your .csv file
5. Click Import Shortcuts

Your shortcuts will instantly appear in your list, grouped by tags if provided.

Notes

• Shortcuts are only overwritten if they use the same bang
• Tags are created automatically if they don’t exist
• You can edit imported shortcuts anytime

Best practices

• Organize shortcuts with tags (Support, Billing, Sales, Onboarding…) to keep things clean as your library grows
• Use clear and consistent naming for your bangs (eg. !refund, !cancel_subscription, !pricing)
• Keep messages short and adaptable, and rely on variables (like {{name.first}}) when needed
• Regularly review and clean unused shortcuts to avoid clutter
• Use imports to standardize replies across multiple workspaces

Related articles

• How to use message shortcuts (canned messages)
• How to import my user data?
• How can I import my Knowledge Base from a previous provider?

Updated on: 25/03/2026