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.


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.

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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