15 Live Chat Shortcuts Your Team Needs Now

(Live Chat Shortcut Content Updated August 2020)

Canned Responses to Cut Down on Keystrokes

Agent response time is perhaps the most important contributor (or culprit) of live chat’s success (or failure), and every precious second counts! Shortcuts (a.k.a. canned responses) are an agent’s best friend, especially during high activity periods. Shortcuts reduce the amount of time your agents spend typing by allowing you to set up shorthand commands to populate common responses when chatting with visitors.

live chat shortcuts

Here are 15 helpful shortcuts that the SnapEngage team uses every day to cut down on keystrokes. Feel free to copy or adapt these for your own usage, and we hope these examples spawn some other useful shortcuts for your team!


It may sound simple and an unnecessary at first – how difficult is it to type “Hello”, right? But seconds add up to minutes and hours, so every opportunity to save time typing is one that should be embraced.

1. … “Hello there!”
2. morning … “Good morning!”
3. how … “How may I help you today?”


With incoming support inquiries, there’s typically a series of questions that must be asked in order to diagnose the issue, followed by leading the visitor to a solution, and then, when possible, asking for feedback. Why not streamline this process?

4. email … “Let me take a look into your account. What is your email address?”
5. guide … “I’d be happy to direct you to a guide that explains this in further detail. Mind if I change your screen?”
6. feedback … “Your opinion means everything to us, so please don’t hesitate to provide feedback about your experience! :-)”


When using live chat as a sales tool, there can be a fine line between making yourself available to answer any questions your prospect might have and disruptively pushing your product on them. This is especially true with proactive chat, where visitors who may be unfamiliar with enterprise live chat technology could perceive your pop-up chat messages as intrusive. When visitors engage with those messages, it’s important to establish respect for their browsing experience and choose the appropriate times to interact.

7. okay … “Okay, great! Please take a look around and let me know if you have any questions or would like a quick tour of our live chat application.”
8. features … “Now let me show you an overview of our features…”
9. nonprofit … “We offer a 20% discount for education nonprofits and a 25% discount for all other nonprofits.


We service clients all around the globe and are lucky enough to have many languages represented by our SnapEngage team. While we have intelligent routing rules in place to match visitors with the appropriate members of our team, sometimes those agents may not be available. Hence, they get routed to somebody else on our team who may not speak the visitor’s language. This is where our language-specific shortcuts come in handy! (Note: we have these same shortcuts in several languages.)

10. esemail … “Nuestro agente quien habla español no esta disponible en este momento pero si me deja su email le responderá brevemente” (translation: “Our agent who speaks Spanish is not available at this time but if you leave your email we will respond shortly.”)
11. esenglishnow … “No hablo español pero le puedo ayudar en ingles si usted quiere. Pero si usted prefiere un agente que habla español por favor deje su email y le contactará brevemente.” (translation: “I do not speak Spanish but I can help in English if you want. But if you prefer an agent who speaks Spanish please leave your email and we will contact you shortly.”)
12. estransfer … “Yo no hablo Español, pero le puedo comunicar con un agente quien habla Español.” (translation: “I do not speak Spanish, but I can transfer you to an agent who speaks Spanish.”)


And these are just a few that we threw in for fun…

13. transferreceived … “Just a moment, let me check your previous conversation with my colleague.”
14. closechat … “This chat will close automatically shortly, but please don’t hesitate to come back and chat again if you have any further questions! :-)”
15. yw … “You’re welcome. :)”

Sign up to receive our latest research, updates and success stories.

Recent Posts

Blog Categories

New Analytics Enhancements Provide Better Reporting

Learn more about how our enhanced,
events-based live chat analytics
produce even more precise reporting.

SnapEngage clients may have noticed some recent updates to the Analytics section in the Admin Dashboard. In short, we’ve added some new reports and made improvements to give you more consistent, reliable and accurate data in your reports.

Here’s a breakdown of the new Analytics enhancements:

New data sources for response time reporting

Our new reporting method breaks out actual agent response times from wait and queue times to provide a more accurate representation of the true causes behind visitor wait times.

Prior to the recent updates, we were using time stamps on chat transcripts in the database to determine response times. We came to realize that there were some shortcomings with this approach. Agent response times, in particular, weren’t always telling the complete story. In effect, agents could be unnecessarily penalized for factors outside of their control, such as behind-the-scenes actions (i.e. routing, agent availability checks) and queued chats.

The new reporting method logs a series of events in the chat timeline that allows for more detailed and precise reporting. The updated agent response time report now also accounts for chat transfer times as well.

Continue reading “New Analytics Enhancements Provide Better Reporting”

Optimizing Your SnapEngage Live Chat + HubSpot Integration

Does your integration strategy
deliver maximum value?

Here are 7 ways to optimize your efforts.

You spend a lot of time and energy attracting the right eyeballs to your website, and once you fish those leads in (fingers crossed), your strategically placed CTAs send visitors down the appropriate conversion paths. Chances are there’s a lead capture form at the end of each of these trails, and that’s all great!

The HubSpot Marketing and HubSpot CRM platforms give you all the tools you need to generate leads and manage your pipeline, but there’s a key piece in the middle that requires special focus – talking to your prospects. All conversions start with a conversation, and that’s where live chat fills a critical gap in your marketing and sales processes. Use these 7 tips to ensure you’re making the most out of the SnapEngage + HubSpot integration.  Continue reading “Optimizing Your SnapEngage Live Chat + HubSpot Integration”

Why Account Reviews Matter

How to proactively work with your
clients to steer them towards success

Christian Thomas SnapEngageContributed by Christian Thomas,
SnapEngage Client Success Manager

While Client Success is all the rage in the SaaS industry these days, establishing a position in your company in charge of ensuring that your customers are happy and successful with your product can be applied to any business. The client success role fits nicely in between your sales, support, development, and even marketing teams. To put it simply: we are advocates for the customer.

“Hold on there…” you might be thinking. “I have a customer support team on phones, ticketing systems, live chat. I even send surveys to my customers all the time to get feedback on our product or service.”

Awesome. Perhaps you even use your sales team to communicate with prospective clients to relay the latest product demand from the front lines. All of this is a great start! But when you toss Client Success Managers into the mix, you supercharge your communication flow between your customer base and product team for the better. Why?

It’s all about the dedicated account review.

Continue reading “Why Account Reviews Matter”

7 Tips To Prepare Your Live Chat Team For The Holidays

Maximize Your Holiday Sales Potential

Live Chat Holiday PrepThe holidays are upon us, and for some of you, that means crunch time! As the e-commerce frenzy gets underway, shoppers will be looking for speed, convenience and service while they seek out the perfect gifts for their loved ones.

Live chat provides an opportunity to capture your website visitors at their peak level of interest, and personally guide them through their purchase. But you can’t just slap a chat box on your website and expect it to run itself. A successful live chat strategy requires some attention and planning. Here are some tips to help you achieve record sales this holiday season. Continue reading “7 Tips To Prepare Your Live Chat Team For The Holidays”

How To Get More Out Of Inbound Marketing With Live Chat

Stop Wasting Your Lead Gen Efforts

When you look at the marketing and sales funnel, there’s a reason that the opening at the bottom is a fraction of the top – it’s hard work converting leads to customers. You spend a lot of time and resources optimizing your website and creating valuable content to attract qualified leads, but what are you doing to qualify and engage those prospects once you have their attention?

marketing and sales funnel
courtesy of HubSpot


Live chat makes it possible to connect with your visitors, understand their needs and objectives, provide them the information that they need, and guide them through your site towards an action. Think of live chat as the bridge that connects all of your incredible inbound marketing work with your sales team. It helps you and your business convert more and sell more.

Conversion starts with a conversation, but if you’ve ever been in the dating pool, you know that striking up a conversation isn’t always as easy as it may seem. Fortunately, live chat software provides powerful tools to help start and facilitate meaningful conversations to better guide your sales efforts. Sounds great, right? But to realize the results that live chat can drive, you have to implement an effective live chat strategy, beginning with some key steps. Continue reading “How To Get More Out Of Inbound Marketing With Live Chat”

Week of October 3rd Release Notes: rate limiting on all widgets


Over the past week, we’ve enabled our chat rate limiting across all clients’ widgets. This feature had been enabled on request basis until now (typically when a client was being abused by a troll or a bot), but we are confident that having it on by default will have a positive impact on our clients in getting less unwanted chats. If your SnapEngage use case receives a high chat rate from specific IP sources, please come chat with us, and we will find a solution.

Our agent avatar image up-loader and cropping tool has been enhanced, and should be easier to use now.


Our SAP C4C Integration has been updated to align with a change on the Customer query made by SAP late August.



The Benefits of Emojis In Live Chat

September 29, 2016

Improved emoji support for SnapEngage clients and visitors

We’re excited to announce that we recently added expanded emoji support to our live chat interface on both the client and visitor sides. So, now, whether you’re chatting with your team or chatting with your website visitors, you can say what you want to say with emojis. The new release brings the following enhancements:

live chat emoji libraryImproved image library

We’ve added an expansive library of commonly (and not-so-commonly) used emojis so every emotion, symbol and reaction is at your fingertips. From animals to food to sports, whatever you have to say, you can now say with an emoji!

Easier search and selection

Intuitive and accessible search functions in the Chat Portal make finding your desired emoji easy and convenient. Use simple keyboard shortcuts or search our categorized library of emojis right in the message bar.

emojis in live chat


All of the emojis that we’ve made available to agents in the SnapEngage Chat Portal will be displayed in the visitor chat window.

So, all of this emoji work got us thinking… How did these seemingly silly little symbols become important enough to make it into our product roadmap, span a couple sprints with our dev team, and warrant a big announcement? Well, we went searching… Continue reading “The Benefits of Emojis In Live Chat”

Customer Story: Inside iFixit’s Customer Support Team

iFixit Uses Live Chat to Save the Planet

We’re big fans of iFixit here at SnapEngage. So you can imagine our excitement when they decided to add SnapEngage Live Chat to their customer support offerings. We spoke with Annette Fuller, iFixit Support Technician, to get more insight into how iFixit is leveraging live chat to complement and enhance their overall customer experience.

Guest Post from Annette Fuller, Support Technician at iFixit

At iFixit, our mission is to save the world. And believe me, working here sometimes makes you feel like a superhero. We believe that everyone should have access to repair knowledge. When you buy something, you should be able to take full ownership of it. That means repairing it when it breaks, so that you don’t have to keep adding to landfills and buying new devices.

ifixit live chatCell phones, laptops, and tablets are our main focus, but the founders of iFixit didn’t want to stop at only the repair knowledge we could generate ourselves. That’s where our guide creation software comes in. Anyone, anywhere, can author or contribute to a repair guide on our site. We have guides for household appliances, cars, farm equipment, coffee makers, you name it.

This vast repository of knowledge at people’s fingertips doesn’t necessarily mean that all questions can be answered just by searching the guides. Sometimes, a DIYer wants to touch base with customer service to get a quick, direct answer to a question. If it’s something we have experience in, or something we’ve learned a lot about through customer stories, research, and trial and error, we help out wherever we can. If we don’t know enough about the particular device they’re working on, we direct them to people who do, like the fabulous repair experts on our Answers forum. Continue reading “Customer Story: Inside iFixit’s Customer Support Team”

Easing Visitor Frustration on 404 Pages

Keep visitors on your site longer with 404 proactive chat

It’s an all too common occurrence. You’re smoothly navigating through a website when all of a sudden, you land on the dreaded 404 page. As a visitor, it’s a super frustrating experience. For businesses, it can result in a lot of lost opportunity.

While there are some measures that website owners can take to prevent 404 errors, several 404 culprits are beyond a website administrator’s control, such as a visitor mistyping a URL.

One creative way to reduce 404 abandonment is by leveraging proactive chat triggers.

Adding a proactive chat trigger to your 404 page

Rather than leave your visitors to figure out how to find the content they’re looking for, why not lend a guiding hand? Sure, you can suggest alternate links or prompt user-defined searches, but if they don’t find it after the first attempt, you’ve most likely lost them for good.

With SnapEngage, you can easily add a proactive chat trigger to your 404 page, immediately inviting visitors to start a chat for assistance.

404 proactive live chat Continue reading “Easing Visitor Frustration on 404 Pages”