In this article you will find information on how to create shortcuts for use in conversations with your users.

Estimated reading time: 05 minutes

Shortcuts allow agents to send pre-configured messages quickly and efficiently during conversations with clients, improving the speed and efficiency of their responses. This way, it is possible to program multiple responses to be used in interactions with users, facilitating communication and streamlining customer service.

How to create shortcuts?

To better understand how to set up shortcuts, just follow these steps:

Step 1: In the Botmaker platform, go to Conversations > Quick responses and stickers (https://go.botmaker.com/#/shortcut).

Step 2: Add a shortcut by clicking "Add" in the top right corner of the Quick responses screen.

Step 3: On the configuration screen, define the name, the message that will be displayed to the user, and the permissions of the shortcut.

• Name: Define the name of the shortcut.
• File type: The shortcut can be text, image, document, or video.
• Content: Define the short text (which can include emojis) or upload the file.
• Global: Define if the shortcut will be for the operator only or for all users. If this option is not selected, the shortcut will only be visible to the creator.
• Display channel: Define if the shortcut will be displayed on all integrated channels or only on some.
• Service queue: Define which service queues the shortcut will be available in. By default, if no queue is selected, it will be available for all.

Configuration screen for a text shortcut:

Configuration screen for an image/video/document shortcut:

Note: Pay attention to the content type and size restrictions (available on the configuration screen).

Step 4: Save the shortcut by clicking on "Save".

How to use shortcuts?

To use the available shortcuts, go directly to conversations with your clients through Conversations > Chats (https://go.botmaker.com/#/chats).

Each shortcut will have a number preceding its name, but all created shortcuts will be available to the agent in the chat response area.

Quick responses can be used via keyboard shortcuts, optimizing the operator's speed without needing to switch between the keyboard and mouse. When hovering over quick responses, the keyboard shortcut to activate the response is displayed.

To view all the registered quick responses, simply click on the three dots located on the right and then on "Ver todos" or use the keyboard shortcut "Alt+Enter". In this same menu, you can edit the quick responses by selecting "Editar Accesos Directos".

When you click on "Ver todos", the screen that appears is as shown below, where you can search for a quick response or select a message from the list.

Editing Shortcuts

Selecting "Editar Accesos Directos" automatically directs you to the registration and configuration screen for quick responses. On this screen, you can edit the message by clicking on the pencil icon.

It's also possible to delete shortcuts by clicking on the highlighted icon below.

Respond quickly to specific inquiries or frequently asked questions from your customers by adding shortcuts on the chat screen, optimizing the support provided by your operators and improving interaction with the end customer.

Visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/01/2024