General Settings- Shortcut
Shortcuts are used during a chat to increase the productivity of agents by filling in the frequently used clauses and sentences. These shortcuts could be used by using the special character “/” or the shortcut key that you decide.
Also, you can just drag and drop the shortcuts in the above screen to rearrange the order of shortcuts in the chatbox.
To create a new shortcut, Click on the “New Shortcut” button and then enter the Shortcut name, Select department accordingly and then fill up the message and hit save. Now, this could be called during a chat using the designated shortcut key.
The department should only be filled up if you want it to be used by any specific department only, else you can leave that blank to be used by everyone on your account.