About the Chat Shortcut Menu

The action is right at your fingertips while you're in a chat, allowing you to quickly access the information and tools need to help your customer, without leaving the keyboard.

Type a slash (/) in the chat response field to bring up the menu. Start typing the name of the option you want, or use the arrow keys to navigate to that option.

If you prefer to use a mouse — we've got you covered too! Just click the plus sign (+) on the right side of the response field to bring up the menu, and click to select your options from there.

Use AI Assist in Chat

BETA AI Assist is now available to Plus and Pro plans in chat as well! Use your mouse to highlight the text — or use Cmd + A / Ctrl + A to select all the text in your chat box — and you'll see the sparkle icon appear

Use AI Assist to adjust your response's length or tone, fix spelling and grammar, or even translate to another language. For more on this feature, check out Use AI Assist in Help Scout.

Shortcut Menu Options


Opens your computer's file browser to select a file to send. You can upload most file types, excluding executables. Press Return or Enter on your keyboard to send the file(s) to the customer once it appears in the chat response field.

You can send up to five files at once and add text to send at the same time. There is a limit of twenty attachments per chat conversation.

Docs link

Search across all your Docs sites and articles to send a link to that article in chat. You can send any article that is published in a Public collection.


Choose from the list of emojis to send it in your chat. You can still use emojis that aren't in this list if you have them available to you on your device, but we've added these to the menu for a quick selection.

End chat

Disconnect from the chat session. More about what happens when you end a chat here: End a Live Chat.

Saved Reply

Search for a saved reply to insert into your chat. Check out Saved Replies for Chat for more details on how to create and manage those.

Switch to a note

Switch to the note editor to add a private note at any time during a live chat. The field will turn yellow to indicate you are leaving a note and your notes will appear in yellow within the chat and the transcript.

Call up the shortcut menu again and choose Switch to a reply to leave the note editor and return to chatting with the customer.

Notes are visible only to other Help Scout users. Use this to communicate with other Help Scout users viewing your chat live — they can also leave notes for you — or just to keep track of information as you chat.

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