Introduction

This tutorial introduces a powerful new tool called "Shortcuts" designed to enhance efficiency when managing live chat interactions.

The presenter demonstrates how to create, customize, and utilize shortcuts to quickly respond to users, saving time and maintaining professionalism.

The video emphasizes the practical application of this feature within a live chat environment, showcasing its benefits through step-by-step instructions and real-time examples.

Detailed Breakdown of the "Shortcuts" Tool

1. Accessing the Tool

• Location: Found in the left sidebar under Tools.

• Navigation: Click on Tools, then select Shortcuts.

• Purpose: To create predefined responses that can be quickly inserted during live chat sessions.

2. Creating a New Shortcut

• Initiate: Click the "New Shortcut" button, represented by a blue button.

• Naming: Enter a descriptive shortcut name (e.g., "Greeting").

• Content Insertion: In the value field, input either:

  • Fixed content: Standard responses like "Hello, how may I assist you today?"

  • Dynamic content: Personalized placeholders such as first name, emojis, or other variables.

3. Customizing Shortcut Content

• Examples of dynamic content:

  • Hi [First Name], how may I help you today?

  • 😊 (emoji)

• Flexibility: Allows for personalized and engaging responses that adapt to each user.

4. Saving and Using Shortcuts

• Save: Click "Save" to store the shortcut.

• Activation: During a live chat, type "/" followed by the shortcut name (e.g., "/greeting").

• Execution: Hit Enter to insert the predefined response into the chat.

5. Practical Application in Live Chat

• Example Workflow:

  • Responding to a user greeting with a shortcut.

  • Handling questions with quick replies.

  • Sending apologies or passing messages to the team.

• Multiple responses: Use additional Enter presses to insert tags or responses, then send.

6. Managing Responses

• Sample conversation flow:

  • User asks a question.

  • Agent types the shortcut (e.g., "/apology").

  • The system inserts the full response.

  • Agent can modify or add to the message before sending.

  • Final message might include:

    • Apologies.

    • Requests to wait.

    • Confirmation of submission.

    • Polite closing remarks like "Thank you" or "Have a good day."

7. Benefits of Using Shortcuts

Summary

In summary, the "Shortcuts" tool is a valuable addition for anyone managing live chat support. It simplifies the process of responding to users, enhances professionalism, and boosts productivity. By creating customized, dynamic responses, agents can handle more interactions with less effort, ensuring a better experience for both the support team and the customers.

Thank you for watching this tutorial. Implementing shortcuts can significantly improve your workflow, so give it a try and see the difference it makes. Stay tuned for more tips and tutorials to optimize your live chat management skills!