Shortcuts are a valuable tool and they are definitely helpful in not only improving efficiency but saving operator's fingers as well. Another very useful tool would be edit-able keyboard shortcuts for the operators to create and use. For example, my team is coming from another interface that allowed shorthand shortcuts similar to your shortcuts, but they also allowed us to create keyboard hotkeys by holding down ctrl+shift and another key. Punching those three keys at the same time would then auto-populate a pre-determined message that we had set up. 

Ex: ctrl+shift+Y would auto populate "We provide delivery for free" it would not automatically send the message, it would put it into our chat box so that we could edit it or add to it before sending just like your current shortcuts. 

I feel this would be a very easy feature to program in and it would greatly improve operators response times and help the fact that we all slam keyboards for 8 hours a day ;) Hopefully some other operators from different companies would greatly agree with this. We're all great at freehand, but touching three keys to generate 50 words is extremely helpful.

Thank you for your time.