Using shortcuts as a data source

Learn how to create and configure Shortcuts in tawk.to AI Assist, pre-written responses that keep your messaging consistent and give your AI agent a reliable source to draw on when answering customers. This video covers how to create a shortcut, add Elements like ticket forms, file attachments, suggested messages, and lead capture forms, and set up Actions like chat transfers and auto-tagging. You'll also see how to add associated questions so your agent knows when to use each shortcut, and how to use Reply Handling to control whether a response is sent exactly as written, lightly adjusted, or rephrased in your agent's voice.