Prompt Library
Create and manage reusable response templates for faster, more consistent customer support. Save time by using pre-written prompts with dynamic variables.
Quick Start
Create Your First Prompt
Go to Live Chat, click the "Prompts" button, then "New Prompt". Give it a title, write your template text, and optionally assign a category.
Use Prompts in Live Chat
Type / in the message input to open the prompt dropdown. Start typing to filter, then press Enter to insert.
Add Dynamic Variables
Use variables like {{customer_name}} to automatically personalize your responses with customer data.
Features
Instant Access
Type '/' in the message input for quick access to all your saved prompts
Keyboard Navigation
Use arrow keys to navigate, Enter to select, and Escape to close
Favorites
Mark frequently used prompts as favorites for quick access
Smart Search
Search across titles, content, and categories to find prompts instantly
Dynamic Variables
Variables are automatically replaced with real data when you use a prompt. This allows you to create personalized responses without typing customer details manually.
{{customer_name}}Replaced with the customer's name from the chat session
"Hi {{customer_name}}, thanks for reaching out!"
{{session_id}}Replaced with the current chat session ID for reference
"Your ticket reference is {{session_id}}"
{{last_message}}Replaced with the customer's most recent message
"Regarding your question about '{{last_message}}'..."
Common Use Cases
Organize your prompts by category for different scenarios. Here are some common categories to get you started:
Greetings
Welcome messages and initial responses
"Hi! How can I help you today?"
"Welcome back! What can I assist you with?"
Common Questions
Frequently asked questions with standard answers
"Our business hours are Monday-Friday, 9am-5pm"
"Shipping typically takes 3-5 business days"
Troubleshooting
Step-by-step guides for common issues
"Have you tried clearing your browser cache?"
"Let me walk you through the reset process"
Closing Messages
Professional conversation endings
"Is there anything else I can help you with?"
"Thank you for contacting us today!"
Keyboard Shortcuts
Open prompt dropdown
/Navigate prompts
Select prompt
EnterClose dropdown
EscPro Tips
- Mark your most-used prompts as favorites for quick access at the top of the list
- Use categories to organize prompts by scenario (greetings, troubleshooting, closing)
- Keep prompts concise - you can always add more context after inserting
- Review usage counts to identify which prompts are most valuable to your team