Available on Crisp Mini , Shortcuts are a great way to reply faster to your customers. Also known as canned messages , they are strong asset to build an impressive customer service.

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

2. Reply using a shortcut

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.

Updated on: 31/07/2026