# Console keyboard shortcuts

Use keyboard navigation and website shortcuts to open conversation tools, insert saved responses or act on suggestions.

*Release 3.3 · admin, operator*

**Settings › Chat › Keyboard Shortcuts** · **Conversation pane**

## What it is

Keyboard shortcuts let you move between conversations and open common tools without using the pointer. A person with the **Settings** role can also create website shortcuts for saved responses and supported bot or AI actions.

## Who uses it and why

- Operators navigate conversations and insert frequently used replies.
- Administrators with the **Settings** role set consistent key combinations for everyone working on the website.

## Where to find it

Manage custom bindings in **Settings › Chat › Keyboard Shortcuts**. Use them while the conversation message box or AI suggestion text area has focus.

## How it works

In the conversation workspace, **Tab** moves through chat tiles unless an ordinary input field, text area, blocking popup or draft workspace takes priority. **Shift+Tab** previews a tile. This is not a reverse-order shortcut. When no tile is selected, INSIDE can favour a conversation with a waiting message. **Escape** closes the top popup, menu or supporting panel, depending on what is open.

The desktop console also recognises these built-in combinations when the relevant conversation tools are available:

| Keys | Action |
|---|---|
| Alt+H | Open history |
| Alt+B | Open the basket |
| Alt+S | Open the visitor summary |
| Alt+R | Open saved responses |
| Alt+L | Open saved links |
| Alt+T | Open transfer |
| Alt+X | Open the end-chat action |
| Alt+P | Open purchased items |

A custom saved-response shortcut inserts the response into the message box. If text is already there, INSIDE appends the response on a new line and moves the cursor to the end. Review the reply before sending it. The response language follows the chat-pane language or the visitor language when automatic detection is enabled.

An **Action** shortcut performs the chosen action. In particular, **AI Suggestion - Send Suggestion** invokes sending, so choose its key combination carefully. Bot actions apply only when the last conversation message is a bot suggestion. Spelling and expansion actions require the corresponding AI capability.

## Configure it

1. Open **Settings › Chat › Keyboard Shortcuts** and use the add control to open **Add a Keyboard Shortcut**.
2. Choose **Saved Response** or **Action**.
3. Under **Keys**, select **Ctrl** or **Alt** and enter one character.
4. Choose the existing saved response or an action, then select **Save**.

Available actions include **Bot Suggestion - Go Ahead**, **Bot Suggestion - Copy**, **Bot Suggestion - Not Helpful**, **AI Suggestion - Send Suggestion**, **AI Suggestion - Re-Suggest**, **AI Suggestion - Check spelling/Grammar** and **AI Suggestion - Expand**.

Edit or delete bindings in the same list. These are website bindings, shared by its operators.

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Keys | Settings › Chat › Keyboard Shortcuts | Yes | Choose Ctrl or Alt and one character for the shortcut. |
| Saved Response | Settings › Chat › Keyboard Shortcuts | Yes | Select an existing response; required when creating a Saved Response shortcut. |
| Action | Settings › Chat › Keyboard Shortcuts | Yes | Select a bot or AI suggestion action; required when creating an Action shortcut. |

### Permissions

| Permission | Lets you |
|---|---|
| Settings | Manage website keyboard shortcuts, subject to view-only restrictions. |

## Limits and good to know

- A key is required. Saved-response bindings also require a selected existing response.
- INSIDE rejects a key combination already used by another custom binding.
- **Ctrl+T**, **Ctrl+W** and **Ctrl+N** are reserved for the browser and cannot be assigned.
- Binding a second combination to the same response or action requires confirmation.
- Browser shortcuts and the focused screen can affect which combination takes effect. Avoid custom combinations that overlap the built-in actions above.
- Tab navigation is suppressed in text inputs, blocking popups and the draft workspace.

## Depends on and works with

### This feature uses

- **Configured in** [Roles and permissions](ADM-008.md): The Settings role controls shortcut management.
- **Works better with** [Saved responses](CHAT-015.md): A shortcut can insert an existing saved response.
- **Works better with** [Copilot reply suggestions](AI-006.md): Shortcuts can send or request another AI suggestion.
- **Works better with** [Fix and Re-Phrase for operator drafts](AI-007.md): Shortcuts can check spelling and grammar or expand a draft when those actions are available.
- **Works better with** [FAQ bot training and automatic replies](ENG-021.md): Bot suggestion actions can be bound to keys.
- **Works better with** [Chat tray](CON-013.md): Tab navigation selects or previews conversations in the chat tray.
- **Works better with** [Current Chat workspace and panels](CON-014.md): Built-in shortcuts open panels in the conversation workspace.
- **Works better with** [Transferring conversations](CHAT-010.md): A built-in shortcut opens the transfer action.
- **Works better with** [Starting, ending and expiring chats](CHAT-001.md): A built-in shortcut opens the end-chat action.

### Used by

- **Configures** [Fix and Re-Phrase for operator drafts](AI-007.md): Keyboard Shortcuts defines the key combinations for supported draft-assistance actions.
- **Enhances** [Chat tray](CON-013.md): Keyboard navigation can move between chat tiles.

## FAQ and troubleshooting

### Why does my saved-response shortcut do nothing?

Focus the conversation message box and check that the saved response still exists. A shortcut cannot insert a response that has been removed.

### Why can I not save the combination?

Check that you entered one character, chose a response when required, and avoided a duplicate or reserved combination.

### Why does a bot action do nothing?

The last conversation message must be a bot suggestion for the bot action shortcuts to apply.

### Why does Tab move between fields instead of conversations?

Normal field navigation takes priority in text inputs and blocking popups. Leave the field or close the popup before using conversation navigation.

### Can each operator have different custom shortcuts?

The **Keyboard Shortcuts** screen saves bindings for the website. It does not offer a personal shortcut list.