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

Estimated reading time: 5 minutes

Shortcuts allow agents to quickly and efficiently send pre-configured messages during conversations with customers, improving the speed and efficiency of their responses. This enables programming different responses for use in interactions with users, facilitating communication and streamlining customer service.

How to create shortcuts?

To better understand how to set up shortcuts, simply follow the steps below:

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 upper right corner of the Quick responses screen.

Step 3: On the setup screen, define the name, the message to be displayed to the user, and the permissions for the shortcut.

• Name: Define the shortcut's name.
• Choose content type: The shortcut can be text, image, document, or video.
• Content: Enter a short text message (which can include emojis) or upload a file.
• Global: Specify if the shortcut will be for the operator only or for all users. When not selected, the shortcut is visible only to the creator.
• Select in which channel it will be shown: Define if the shortcut will appear in all integrated channels or only in some.

Configuration screen for a text shortcut

Configuration screen for an image/video/document shortcut

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

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

How to use shortcuts?

To use the available shortcuts, you can directly access conversations with your customers via Conversations > Chats (https://go.botmaker.com/#/chats).

¿Cómo utilizar atajos?

Each shortcut will have a number before 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 operator speed without the need to switch between keyboard and mouse. When hovering over quick responses, the keyboard shortcut to activate the response is displayed, as shown below:

To view all registered quick responses, simply click the three dots on the right and then "View All" or use the keyboard shortcut "Alt + Enter". In this same menu, shortcuts can be edited by selecting "Edit shortcuts".

Screen with all shortcuts

Clicking on "View All" brings up the screen shown below, where you can search for a shortcut or select a message from the list.

Edit shortcuts

Selecting "Edit Shortcuts" automatically takes you to the registration and quick response setup screen.

On this screen, you can edit the message by clicking the pencil icon.

You can also delete shortcuts by clicking the highlighted icon below.

Quickly respond to specific inquiries or frequently asked questions from your customers by adding shortcuts to the chat screen and optimize the service provided by your operators, improving interaction with the end customer.

Visit our Help Center for more information.

Written by: Botmaker Team

Updated: 07/04/2024