If you created any Chat shortcuts before August 1, 2018, you may want to update them to take advantage of the new enhancements.

This recipe describes the steps for updating existing shortcuts to use the new features.

  • Updating existing shortcuts
  • Setting new roles and permissions

For more information on using shortcuts, see the following articles:

  • Setting up shortcuts and departments to optimize agent efficiency
  • Inserting common phrases with shortcuts

Updating existing shortcuts

Previously, there was a single type of shortcut that was available to all chat admins and agents. Now, there are three types:

  • Personal shortcuts, which can be created by agents or administrators for their own use
  • Shared global shortcuts, which are created by admins only and can be made available to all chat agents
  • Shared department shortcuts, which are created by admins for use by agents in specified departments.

All shortcuts created prior to August 1, 2018, are automatically assigned the global shortcut type. Once converted, you should determine what new type should be used to categorize them, and they should be reassigned by that type as needed.

For information and instructions on reassigning shortcuts, one at a time or in bulk, see Reassigning shortcuts.

Reassigning personal shortcuts

If agents previously created shortcuts for their own use, they may want to update them to personal shortcuts, so they are visible only to them - no other agents can view or use them.

  1. Select the shortcut(s) you want to reassign as personal.
  2. Click the Actions drop-down menu, and select Reassign.
  3. Click the Available for drop-down menu, and select Me only.
  4. Click Set.

Reassigning Department shortcuts

Note: Department shortcuts are available on Professional and Enterprise plans.

If there are shortcuts you want to make available only to specific departments, you need to take a few extra steps. Agents that do not belong to the specified departments cannot view or use these shortcuts.

  1. Create the department(s) you want the shortcut assigned to, and add agents.
  2. Select the shortcut(s) you want to reassign.
  3. Click the Actions drop-down menu, and select Reassign.
  4. Click the Available for drop-down menu, and select Agents in departments.
  5. Enter the department(s) you want to access the shortcut(s).
  6. Click Set.

Reassigning Global shortcuts

No action necessary! Global shortcuts are available on all plans.

Setting new roles and permissions

Note: Shortcut-specific roles are only available on Enterprise plans.

After your personal and shared shortcuts have been reassigned as needed, admins can set shortcut-specific roles, and select permissions for those roles.

Shortcut roles are defined on the Chat Roles dashboard, and include:

  • All shortcuts: Can add and edit personal, department, and global shortcuts.
  • Department: Can add and edit personal and department shortcuts.
  • Personal: Can add and edit personal shortcuts.
  • None: Unable to add or edit any shortcuts.

For information on setting and defining shortcut roles, see Creating custom roles and assigning users.

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