> ## Knowledge Base Index
> Fetch the complete knowledge base index at: https://staging.chrisp.chat/sitemap.xml
> Use this file to discover available pages before exploring further.
> Pure-Markdown content can be obtained by appending a '.md' suffix to the content URLs listed in the sitemap (without the trailing slash).

# How can I use Shortcut replies / Canned messages ?

Available on [Crisp Mini](https://crisp.chat/pricing/) , Shortcuts are a great way to reply faster to your customers. Also known as [canned messages](https://crisp.chat/en/shared-inbox/canned-message/) , they are strong asset to build an impressive customer service.

${frame}[](https://www.youtube.com/embed/wyCSCugrW1I?rel=0)

---

Here is how to use it.

# 1. Add a shortcut

**Where to create and manage shortcuts:**  
* Head over to the Settings section  
* Navigate to Settings > Inbox Settings > Message Shortcuts  
* Start creating your shortcuts :)

**When creating your shortcut:**  
* You need to add a **!bang** . This bang will be a word which will be used later to reply faster. Like **!forget_password**  
* You can organize then your shortcuts using categories, like Videos, Greetings, Products, etc.  
* Finally, write your sentence

![](https://storage.crisp.chat/users/helpdesk/website/-/4/b/c/4/4bc40d0d61d2b400/7709fa56-1828-42bc-b0f3-6c8ee8_4596j0.png)

---

# 2. Reply using a shortcut

| Tip: to reply using a shortcut you need to start your sentence with: !

![](https://storage.crisp.chat/users/helpdesk/website/-/3/3/b/c/33bc3549cf68e400/ff933fcb-7639-4e23-b844-b6ebe0_12p7dvf.png)

# 3. Format your shortcuts with replacement tags

If you need to **insert dynamic content in your shortcut text** (eg. a name, a country), you can **use replacement tags** .

Replacement tags available:

* **Full name**: `{{ name.full }}` or `{{ name.full | "Fallback Full Name" }}`  
* **First name**: `{{ name.first }}` or `{{ name.first | "Fallback First Name" }}`  
* **Last name**: `{{ name.last }}` or `{{ name.last | "Fallback Last Name" }}`  
* **Email**: `{{ email }}` or `{{ email | "Fallback Email" }}`  
* **Country**: `{{ country }}` or `{{ country | "Fallback Country" }}`  
* **City**: `{{ city }}` or `{{ city | "Fallback City" }}`  
* **Website**: `{{ website }}` or `{{ website | "Fallback Website" }}`  
* **Company name**: `{{ company.name }}` or `{{ company.name | "Fallback Company Name" }}`  
* **Custom data value**: `{{ data.your_key }}` or `{{ data.your_key | "Fallback Value" }}` (replace `your_key` with a data key you use)  
* **Session ID**: `{{ session_id}}`  
* **Operator name**: `{{ operator.full }}` or `{{ operator.full | "Fallback Full Name" }}`  
* **Operator First name**: `{{ operator.first }}` or `{{ operator.first | "Fallback First Name" }}`  
* **Operator Last name**: `{{ operator.last }}` or `{{ operator.last | "Fallback Last Name" }}`

Shortcut macros use a specific syntax that you use in your shortcut texts, that you must expand once you use your shortcut in a conversation. In the case a shortcut text contains a macro, you will be forced to expand all macro variables when calling the shortcut.