How to create a hotkey in Conversations

Hotkeys are templated responses for common phrases you will use while chatting with a shopper on your website. This guide will help you find and create new hotkeys that your team can utilize.

1 Navigate to hotkeys

1. From the Conversations chat screen, click your name in the top-right corner
2. Select Account Admin from the dropdown
3. In the left-hand menu, click Hotkeys

2 Create a new hotkey

1. Click Add New Hotkey
2. Fill in the following fields:
   • Name – internal label for the hotkey
   • Location – the site or store location (if applicable)
   • Category – to help organize hotkeys for easy access
3. Hotkey — example /greeting
4. Toggle Favorite to pin it to the top of the Hotkey list for agents
5. Enter your message text
6. Click Save to finish

3 Edit or Remove a Hotkey

• Click Update to edit an existing Hotkey
• Click Deactivate to remove a Hotkey from use

4 Using Hotkeys in Conversations

Agents can use Hotkeys while chatting with customers by:

• Clicking Hotkeys in their chat toolbar
• Typing / in the message box to search and insert a Hotkey