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 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: 26/02/2025