Using Shortcuts in a Reply

There are two ways to insert a shortcut from the inbox composer.

Method 1: Slash trigger (fastest)

While typing in the reply composer, type / followed by the shortcut name. A small picker appears above the composer showing matching shortcuts:

1. Type / in the message field to open the picker.
2. Continue typing characters to filter by shortcut name (e.g. /thank to find /thanks).
3. Click the shortcut you want, or use the arrow keys and press Enter.
4. The shortcut content is inserted into the composer, replacing the / you typed.

You can continue editing the inserted content before sending.

Method 2: Shortcuts panel

The composer has a tab row above the message field. Click the Shortcuts tab to open the Shortcuts panel:

1. Open a conversation in the inbox.
2. Click Shortcuts in the tab row above the composer.
3. A searchable list of all shortcuts for the app appears.
4. Click any shortcut to insert it into the reply draft and switch back to the editor automatically.

The Shortcuts panel also lets you create a new shortcut without leaving the inbox - click New in the top-right corner of the panel.

The shortcut inserts at the cursor

When you use the slash trigger, the shortcut content replaces the /command text at your cursor position. If you had typed other text before the /, that text is preserved.

When you insert from the Shortcuts panel, the content is inserted into the current reply draft.

Notes vs. replies

Shortcuts work in both the Reply and Note composer modes. When in note mode, inserting a shortcut inserts into the private note - it will not be sent to the customer.

Next steps

• Creating a shortcut - add a new shortcut from settings.
• Per-app shortcuts - shortcuts are scoped per app.