Live Chat Shortcuts

Shortcuts are canned responses that you can create and compile within your onWebChat account. These shortcuts can be very helpful because it saves you time and speed up your chat dialog with your clients.

For instance, imagine, every time you get a new chat, you have to type the welcoming message. If you use our shortcuts, you can simply select (the shortcut message) and the message will instantly appear ready to be sent.

Using live chat shortcuts

Suppose you save a shortcut with the text: "Good morning, how can I help you?".

When you are in the dialog page, instead of typing the whole text above, you can start typing the text and after writing a few characters (e.g., "good" or "help") the system will display the matched shortcuts, so you can select the one you wish to use.

live chat system - onWebChat the use of shortcuts

How to create and save new shortcuts

To define a shortcut:

  1. go to page"Settings"
  2. select the tab "Shortcuts"
  3. click "+ Shortcut" button
  4. enter the shortcut text
live chat system - onWebChat create a new shortcut

In case you have multiple live-agents, you can share the shortcuts you' ve saved before. To share a shortcut with your live-agents simply check the checkbox "Global"

live chat system - onWebChat give shortcut text

Once you select the desired changes, please don't forget to press "Save" button before leaving the page.

Return to "Good Practice Guide"

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