Support Center

Shortcut commands help make things faster.

Last Updated: Mar 21, 2013 11:54AM EDT
​Shortcut commands allow your support team to get stuff done right from the chat window. Here's a list - we're always adding more, so if you have any ideas, just email us! (team@hipmob.com)

#help: shows you the entire list of shortcut commands at any time during a conversation
#open [url]: will open the specified URL on the user's mobile device or in their web browser at any time during a conversation. This command is great for directing the user to specific resources
#tag: creates a tag that gets sent to Desk.com as a label, and is attached to the case you create. If you add tags after the conversation, the case will be updated.
#show: This shows all the pages on your site that the user has visited in this session, in chronological order
#note [note text]: will add a note to this user's record. You can review all the notes for a user from the "Devices" tab
#transfer: open's the conversation so that any other admin can take over it
#transferto [username]: transfers the conversation to the specified admin
#transferto [group tag]: transfers the conversation to the specified group
#boot {/noemail}{/flag}: kicks a user offline until the app restarts, or until they refresh their browser window.
  • ​If you use /noemail (which is optional), no email transcript will be sent
  • If you use /flag (also optional), the conversation transcript will be flagged in the transcript listings
#done {noemail}{/flag}: ends the chat and doesn't kick the user offline. Using #done automatically generates a transcript, which is emailed to you right away
  • ​If you use /noemail (which is optional), no email transcript will be sent
  • If you use /flag (also optional), the conversation transcript will be flagged in the transcript listings
#admins: lists all the admins for this app, and shows if they are available
#flag: flags the conversation in the transcript listings
#send [canned response]: send a canned response to this user. Available responses will be listed. (this requires you to set up some canned responses, which you can do here)

#zendesk: creates a ticket by sending the conversation transcript and all context data to Zendesk(requires your Zendesk account to be configured -
configure it here)

#hockeyapp: creates a ticket by sending the conversation transcript and all context data to HockeyApp (requires your HockeyApp account to be configured -
configure it here)

#desk: creates a ticket by sending the conversation transcript and all context data to Desk (requires your Desk account to be configured -
configure it here)

#highrise: creates a new lead by sending the conversation transcript and all context data to Highrise (requires your Highrise account to be configured -
configure it here)

#salesforce: creates a new lead by sending the conversation transcript and all context data to (requires your Zendesk account to be configured -
configure it here)

#screenshare: allows you to view your visitor's screen, co-browse with them, look over their shoulder and guide them around your site (requires your Firefly  account to be configured - configure it here
)

#zohocrm: creates a new lead by sending the conversation transcript and all context data to Zoho CRM (requires your Zoho CRM account to be configured - configure it here)


Note: Both #boot and#done will immediately generate a transcript. If the /noemail argument is not used, an email will also be sent to all the operators, with the transcript included.
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