Shortcuts And Tabs

In this video we are going to look at two main things to make responding to chats even easier. Shortcuts and Tabs ( including all the little buttons you can access whilst you are in a chat ).

Shortcuts are canned responses. You can use them instead of typing the same answer over and over again.

Five main benefits of using Shortcuts are:

1. It improves efficiency.
2. It reduces the number of errors that you and your team make.
3. It makes it easier to respond on mobile.
4. It can help you train and scale your team.
5. It ensures everyone in your business is responding in a consistent manner.

There are shortcuts and there are global shortcuts.

Global shortcuts are found in the Edit Profile Menu, here.

Global shortcuts can be used by you only, across any property. You only have access to these shortcuts, no one else on your team. So you can personalise them for the way you would like to respond. Every member of the property has access to the other shortcuts, the ones in the ADMINISTRATION menu.

To add a new shortcut – follow these steps.

In the bottom left hand corner, click the GEAR ICON.
Select SHORTCUTS from the menu.
Then click ADD SHORTCUT in the top right hand corner.

Remember, don’t include the forward slash in the shortcut name. And we recommend using all lower case. You can also add a new shortcut whilst you’re in a chat, how efficient is that?

Here’s how:

When you’re in a chat, click the SHORTCUT TAB.
Then click ADD in the top right hand corner.
Add the shortcut name HERE, remember, don’t include the forward slash.
And the response HERE.

When you are in a chat and want to use a shortcut, or canned response, start with the forward slash key. It will pull up a list of shortcuts with the keyword in it. If you want to search all the shortcuts, type “ / ” and the question mark, to see all the shortcuts available to you. The tabs in the top right hand corner allow you to access important information whilst responding to a visitor in chat, so you don’t have to leave the conversation.

The first one is the information tab. This is where you can see the name, email address, their location and IP of the visitor. If the visitor hasn’t entered their contact details in a pre-chat form, you can save the visitor’s details whilst in a conversation by entering the info. HERE and clicking the disk icon, SAVE, to the right. You can then access this information in the CONTACTS section of the dashboard, found HERE.

From the information tab, you can also see where the visitor has navigated to on your website.

The next one, is the SHORTCUTS tab. Instead of using “ / ” in the text input area, you can search for the relevant shortcuts, or canned response, HERE. You can also create new shortcuts while you’re in a conversation. Really handy, right?

This is the KNOWLEDGEBASE tab. This is where you and your team can access any relevant information about your business. For example; price lists or serviceable areas. I’ll show you in a moment where you can create and edit these tabs.

The last one is the HISTORY tab. Here, you can see if the visitor has been in a chat with you or one of your team members before. You can also access and search through any chats taken in the past.

You can edit your tabs or create new tabs from the ADMINISTRATION menu of the tawk.to dashboard.

Click the GEAR ICON in the bottom left hand corner.
Then select TABS from the menu.

A new tab could be a URL, text, or menu item. So get creative and make it even easier for you to respond to your visitors.

A couple more buttons I want to introduce you to. Down the bottom HERE, you can create a Ticket whilst in a conversation. You can copy the chat transcript HERE and you can even ban a visitor. That’ll stop them asking for a discount.

Next up, I’m going to give you three tips on how to turn your chats into conversations and a great experience for your visitors.

Creating And Managing Shortcuts

You can create, and use Shortcuts (canned responses) to answer common questions by simply typing/followed by a keyword.