If you find yourself repeatedly answering the same questions from contacts, you can create your own pre-written answer templates - or Shortcuts - to save your team some time.
You can also edit an existing Shortcut by selecting the Edit icon next to the message you'd like to update.
To choose an existing Shortcut during a Conversation with a contact, select the Shortcuts button in the top right corner of your Conversation Dashboard, then click the Shortcut you’d like to use to enter it in the message box. You can also add a new Shortcut from this view. Remember that you can always edit the Shortcut text once it’s in the message box to personalize it!
Shortcuts title: Location
Shortcuts message: We're located at 1234 Main St, Smallville, CA.
Watch the tutorial video on Adding & Using Shortcuts here.