If you created anyChat shortcutsbefore August 1, 2018, you may want to update them to take advantage of the new enhancements.
This recipe describes the steps for updating existing shortcuts to use the new features.
For more information on using shortcuts, see the following articles:
Updating existing shortcuts
Previously, there was a single type of shortcut, that was available to all chat admins and agents. Now, there are three types:personal shortcuts, which can be created by agents or administrators for their own use;shared global shortcuts, which are created by admins only and can be made available to all chat agents; andshared department shortcutswhich are created by admins for use by agents in specified departments.
All shortcuts created prior to August 1, 2018, are automatically assigned the global shortcut type. Once converted, you should determine what new type should be used to categorize them, and they should be reassigned by that type as needed.
For information and instructions on reassigning shortcuts, one at a time or in bulk, see重新分配ing shortcuts.
重新分配ing personal shortcuts
If agents previously created shortcuts for their own use, they may want to update them to personal shortcuts, so they are visible only to them - no other agents can view or use them.
- Select the shortcut(s) you want to reassign as personal.
- Click theActionsdrop-down menu, and select重新分配.
- Click theAvailable fordrop-down menu, and selectMe only.
- ClickSet.
重新分配ing Department shortcuts
If there are shortcuts you want to make available only to specific departments, you need to take a few extra steps. Agents that do not belong to the specified departments cannot view or use these shortcuts.
- Create the department(s)you want the shortcut assigned to, and add agents.
- Select the shortcut(s) you want to reassign.
- Click theActionsdrop-down menu, and select重新分配.
- Click theAvailable fordrop-down menu, and selectAgents in departments.
- Enter the department(s) you want to access the shortcut(s).
- ClickSet.
重新分配ing Global shortcuts
No action necessary! Global shortcuts are available on all plans.
Setting new roles and permissions
After your personal and shared shortcuts have been reassigned as needed, admins can set shortcut-specific roles, and select permissions for those roles.
Shortcut roles are defined on the Chat Roles dashboard, and include:
- All shortcuts: Can add and edit personal, department, and global shortcuts.
- Department: Can add and edit personal and department shortcuts.
- Personal: Can add and edit personal shortcuts.
- None: Unable to add or edit any shortcuts.
For information on setting and defining shortcut roles, seeCreating custom roles and assigning users.
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