Using Shortcuts

Shortcuts improve user efficiency by allowing users to insert canned responses into a conversation quickly. These shortcuts can be globally created by administrators in LinkLive Admin or created individually by users for personal use.

Benefits of Using Shortcuts

Shortcuts help automate frequently typed text, such as:

• “Hi, this is Mary, how can I help you?”

• “Please hold while I pull up your account information.”

Once set up, these shortcuts are available for quick entry into conversations, saving time and improving response consistency.

Using a Shortcut

1. During a conversation, click the Shortcut icon.

2. From the drop-down menu, select the desired Shortcut.

3. The Shortcut text will be inserted into the conversation automatically.

Shortcut Names and Search

To help users efficiently manage long Shortcut lists, each Shortcut now includes:

• Shortcut Name – Helps easily identify and select the correct shortcut.

• Shortcut Message – The text content of the shortcut.

New shortcuts require a Shortcut Name, while previously entered shortcuts must be updated with a name when edited.

Searching for Shortcuts

• Users can search for a Shortcut by name to quickly locate the correct response.

• Shortcuts can be sorted alphabetically for better organization.

Creating Custom Shortcuts

To create a custom shortcut:

1. Navigate to Settings by clicking on the gear icon on the far left of the screen.

2. Click on Shortcuts.

3. Select Messaging - Chat, Secure Mail.

4. To configure a new shortcut, click or tap + ADD NEW in the top toolbar.

Managing Global Shortcuts

For global shortcuts, users should work with their administrator since these are defined and

managed in the Administrative tools and require administrative rights.