How can I use Shortcut replies / Canned messages ?1. Add a shortcut2. Reply using a shortcut3. Format your shortcuts with macros

Available on Crisp Pro, 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.

Connect to https://app.crisp.chat/settings/shortcuts/

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

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

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 (https://help.crisp.chat/en/article/how-can-i-automatically-set-custom-user-data-1xh7pqk/)

{{ 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: 11/03/2024

Updated on: 19/07/2024

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