Inserting common phrases with shortcuts

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  • Joel Hellman

    It's not 100% clear to me who can manage shortcuts. For example, I have an Zendesk chat regular agent being able to browse to the shortcut page and add shortcuts, but those are not seen by other agents. 

    Are regular agents (i.e. not the admin) they supposed to be able to add shortcuts? If so, how come shortcuts added by an agent are not seen by other users. Is there a delay? .

  • Joel Hellman

    Do shortcuts only work when it\s the first thing in a chat message? We cannot seem to trigger chat shortcuts after we already typed some text, i.e. when we want to insert a snippet inside a text block we have already typed.

  • Nolan Cline

    Since you don't have separate fields in your system for first name and last name - you appear to infer the first and last name by splitting the name on a space, for the purpose of the dynamic first and last name fields available in macros. This could cause trouble depending on the complexity of the name. But that's another discussion, and that said, it's fine and generally works well for the macros.

    This is why I can't understand why you don't have that also available for shortcuts, when it's already in place for macros... {{visitor_name}} is ABSOLUTELY USELESS! Nobody greets someone by their full name...ever.

    It would be very handy if you can add in the placeholder for first name :)


  • Chris Bulin

    Agree with Nolan, placeholder for first name would save us a lot of time.

  • Chris Brogan

    Can we add hyperlinks in Shortcuts?

  • Brett - Community Manager

    Hey Chris,

    Unfortunately, we don't support the use of hyperlinks in Chat Shortcuts yet. Currently, you can only add the URL of the webpage in Shortcuts.

    I've taken a look and found that other users are discussing similar needs here: Hyperlinks on Text

    I encourage you to upvote and provide your use-case for our Chat Product Managers to review.

    Thanks for taking the time to share this with us!


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