• Log in as an ADMINISTRATOR
• Click on the Hotkeys link on the left menu under Advanced Tools
• Click on + Add Category
• Name the category and to which website you wish the hotkeys to show up for and click SAVE CHANGES
• Next, your category should appear; then click on + Hotkey in the category row
• Here, you can name the hotkey and add the phrase you wish to send to customer under that hotkey term
• Click SUBMIT
• To view the hotkeys in a category, simply click on the arrow to the left of the category to expand the list of hotkeys
• TIP: Each Hotkey category can show up for a particular Website. This is useful if you want only certain Hotkeys accessible on certain Websites. A 'Website' in AliveChat is defined as a grouping system where you can have a seperate chat window design which allows you to seperate chats by creating certain Departments under that Website. To designate a Hotkey category for a specific Website, edit the category, and check/uncheck the different Websites you want that category to show up in.
• Phrase Hotkeys allow use of HTML - You can format these hotkeys to use HTML tags such as links, font formatting, colors, etc. For example, to allow a clickable link in a hotkey, you must apply HTML code:
  
  Before: "AliveChat pricing can be found at http://www.websitealive.com/products.asp."
  
  After: "AliveChat pricing can be found at <a href="http://www.websitealive.com/products.asp" target="_blank">http://www.websitealive.com/products.asp</a>."

Create Operator-Level Hotkeys

• Log in as an OPERATOR
• Click on the Hotkeys link in the middle top of the Operator Console
• Repeat steps found in Global Hotkeys.

Editing Existing Hotkeys

• Log in as an OPERATOR or ADMINISTRATOR
• For OPERATOR, click on the Hotkeys link at the middle top of the Operator Console.
• For ADMINISTRATOR, click on the Hotkeys link on the left menu under Advanced Tools.
• Click on the Category of the Hotkey you want to edit.
• After it expands, click directly on the Hotkey Phrase/URL/Image and you will be able to edit it. Click Save Changes.

Send a Hotkey

• Log in as an OPERATOR
• When engaged with a chat with a customer, click on the Hotkeys link at the bottom of the chat screen above your type box (NOT at the top)
• A side-screen should appear with your Hotkeys categories. Click on the category where your hotkey is located
• Find the phrase you wish to use and click on the SEND button to send the phrase to your customer

Advanced: How to Search and Send a Hotkey

• Log in as an OPERATOR
• When engaged with a chat with a customer, click on the Hotkeys link at the bottom of the chat screen above your type box (NOT at the top)
• A side-screen should appear with your Hotkeys categories. A search field box should appear. In the search field box, type in keywords that may be found in the Hotkey you are looking for.
• Click SEARCH to find your hotkey. You should see a list of results.
• Click SEND to send the hotkey

Advanced: How to Tag a Hotkey

Tagging a Hotkey allows you to recall it during chat instantly by typing in a "Tag" (a word or combination of letters and numbers, no spaces. For example "pricing", or "homepage1").

• See 'Editing Existing Hotkeys' above.
• When in edit mode, you can enter a value for the tag where it says "Tag:"
• Click 'Save Changes'.

Advanced: How to Send a Tagged Hotkey (with SHIFT + ENTER)

You MUST have tagged the Hotkey first. See above.

• Log in as an OPERATOR
• When engaged with a chat with a customer, click on the Hotkeys link at the bottom of the chat screen above your type box (NOT at the top)
• A side-screen should appear with your Hotkeys categories. A search field box should appear. In the search field box, type in the Hotkey Tag value.
• Simultaneously click SHIFT + ENTER to send the Hotkey right away to the chat.