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

Tip: to reply using a shortcut you need to start your sentence with: !

3. Format your shortcuts with macros

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

Macros available:

{{ name.full }} (will be Replaced by John Doe)
{{ name.first }} (will be replaced by John)
{{ name.last }} (will be replaced by Doe)
{{ country }}
{{ city }}
{{ website }}
{{ company.name }}
{{ session_id }}
{{ data.KEY }} where key is a custom data key => You can learn more in this dedicated guide
{{ operator.full }} (will be Replaced by John Doe)
{{ operator.first }} (will be replaced by John)
{{ operator.last }} (will be replaced by Doe)

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: 04/11/2024