Available on Crisp Mini , Shortcuts are a great way to reply faster to your customers. Also known as canned messages , they are strong asset to build an impressive customer service.

Here is how to use it.

1. Add a shortcut

Where to create and manage shortcuts:

• Head over to the Settings section
• Navigate to Settings > Inbox Settings > Message Shortcuts
• Start creating your shortcuts

When creating your shortcut:

• You need to add a !bang . This bang will be a word which will be used later to reply faster. Like !forget_password
• You can organize then your shortcuts using categories, like Videos, Greetings, Products, etc.
• Finally, write your sentence

2. Reply using a shortcut

3. Format your shortcuts with replacement tags

If you need to insert dynamic content in your shortcut text (eg. a name, a country), you can use replacement tags .

Replacement tags available:

• Full name: {{ name.full }} or {{ name.full | "Fallback Full Name" }}
• First name: {{ name.first }} or {{ name.first | "Fallback First Name" }}
• Last name: {{ name.last }} or {{ name.last | "Fallback Last Name" }}
• Email: {{ email }} or {{ email | "Fallback Email" }}
• Country: {{ country }} or {{ country | "Fallback Country" }}
• City: {{ city }} or {{ city | "Fallback City" }}
• Website: {{ website }} or {{ website | "Fallback Website" }}
• Company name: {{ company.name }} or {{ company.name | "Fallback Company Name" }}
• Custom data value: {{ data.your_key }} or {{ data.your_key | "Fallback Value" }} (replace your_key with a data key you use)
• Session ID: {{ session_id}}
• Operator name: {{ operator.full }} or {{ operator.full | "Fallback Full Name" }}
• Operator First name: {{ operator.first }} or {{ operator.first | "Fallback First Name" }}
• Operator Last name: {{ operator.last }} or {{ operator.last | "Fallback Last Name" }}

Shortcut macros use a specific syntax that you use in your shortcut texts, that you must expand once you use your shortcut in a conversation. In the case a shortcut text contains a macro, you will be forced to expand all macro variables when calling the shortcut.

Updated on: 28/05/2025