Shortcuts

Shortcuts are saved replies. Write an answer once, in each language you serve, and anyone on your team can insert it from the Inbox by typing / and its keyword. A shortcut can include images, files and voice notes, and you can let the AI send it too.

Manage them in Settings > Shortcuts.

Note

Every team member can see and use shortcuts. Only business admins can create, edit or delete them.

Create a shortcut

1. Go to Settings > Shortcuts and select New shortcut.
2. Under Identity, fill in:
   • Keyword: what your team types after /, for example refund. Lowercase letters, digits, dashes and underscores, up to 40 characters.
   • Description (when to use): a note for your team. It is never sent to the customer.
   • Tag (optional): a group such as pricing or branches, used to filter the shortcuts list.
3. Under Content, write the reply on the English tab, then switch to العربية (Arabic) and کوردی (Kurdish). On an empty tab, Copy English to start copies the English text over for you to translate. A check mark on a tab means it has content.
4. Optionally, add Attachments with Upload file or Record voice (up to 2 minutes).
5. Select Create shortcut.

A shortcut needs either some text or at least one attachment.

Language versions

When a shortcut is inserted, Message24 uses the version that matches the conversation’s language. If that version is empty, the English text is used.

Attachments are sent with every language by default. To send an attachment with only some languages, select its All languages pill and choose the languages under Send on. For example, attach an Arabic price list only to the Arabic version.

Voice notes send on Instagram and WhatsApp. They are not supported on TikTok.

Let the AI send a shortcut

Under AI can send this, describe when the AI should use this reply, for example “when the customer asks the price or details of the neck massager”. Once there is a description, the AI can send the shortcut itself, text and attachments included. Leave it empty and only your team can use it.

Tip

This is a good way to give the AI a voice note or a product video to send at the right moment.

Use a shortcut in the Inbox

1. In a conversation, type / at the very start of the message box.
2. Keep typing to narrow the list, for example /ref. Use the arrow keys to move and Enter or Tab to pick one, or click it. Esc closes the list.
3. The shortcut’s text appears in the message box, and a banner above it shows the keyword and any attachments. Edit the text if you need to, and remove any attachment you don’t want to send.
4. Press Enter or select send.

Select Cancel on the banner to drop the shortcut. If you change the conversation language before sending, and haven’t edited the text, the shortcut switches to that language’s version.

Note

If you type a keyword and send without picking a shortcut from the list, Message24 stops you rather than sending the literal /keyword to the customer. Add a space after it if you really mean to send that text.

Find, edit and delete shortcuts

The shortcuts list shows each keyword with its tag, description, which language versions it has (EN, AR, CKB), how many times it has been used and when it was last used.

• Search by keyword, description or tag, or select a tag chip to filter. Untagged shows shortcuts without a tag.
• Hover over a shortcut and select the pencil to edit it, or the bin to delete it.

Deleting a shortcut removes it from the list your team picks from. Its past usage is kept for reporting.

Messages you write inside an automation are also listed here, labelled Automation message. They can’t be inserted with /. See Automations.