What is Shortcut Messages?

Shortcut messages allow you to configure an unlimited set of pre-canned responses that agents can use to quickly reply to frequently asked questions. This means quicker, more consistent responses. Agents may ask visitors for more details or provide specific answers by using commands (or selecting from a menu). It's also a great way for new agents to get up to speed faster by relying on a body of information that's already been developed.

Software with Shortcut Messages

PRODUCT NAME	SW SCORE (OUT OF 100)	AGGREGATED RATINGS (OUT OF 5)
Intercom	98	4.3
tawk.to	98	4.1
Crisp	97	4.2
JivoChat	97	4.2
Olark	94	4.1
Helpshift	94	4.3
Giosg	94	4.4
Freshchat	93	4.5
Comm100 Live Chat	93	4.4
SnapEngage	93	4.5

Related Features

Agent Scheduling

Things happen. Agents call in sick, and some just aren't working to their full capacity. Supervisors must be able to make changes on the fly. This is called agent scheduling. Agent scheduling helps generate reports that equate schedules to agent results and allow for the identification of schedule anomalies for agent assessment and coaching.

Call Me Option

The Call me feature gives users a way to join the audio portion of a meeting by phone. This is handy in scenarios when using a computer for audio might not be possible.

Co-Browsing

Co-browsing allows agents and customers to practically be on the same page. Agents can access and communicate with customers' web browsers in a matter of seconds with the click of a button. As a result, they are able to provide real-time, customized assistance with complex processes. Agents only see pages that have been allowed with co-browsing, not any other open browser tabs or applications on a customer's device.

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