Conversation shortcuts help you save time replying to messages by inserting common phrases with just a few keys. For example, you might want to create a conversation shortcut that says, "Hi, how can I assist you today? or "Can you please confirm the email address associated with this account?"
Conversation shortcuts are created and managed through the Zendesk Chat dashboard, but you can navigate to the conversation shortcuts settings page from Message.
- Select the Admin, then Account.
- Click the Manage shortcuts button.
You will be redirected to the Zendesk Chat dashboard. For detailed instructions, see Inserting common phrases with shortcuts.
To use a shortcut in a Message conversation
- In a conversation, start typing a shortcut or a slash (/) to view all shortcuts. The matching shortcut options appear, like in the example below:
- Hit Enter or click on the selected shortcut you want to use.