It’s important to respond your customers as quickly as possible when you’re supporting them through live chat.
The chat is also a great opportunity to capture and record customer details.
You can do all of this using live chat shortcuts.
When a new chat is started by a customer on your site, you’ll see a short summary of the available shortcuts in your chat app.
To customize your shortcuts simply login to UserPulse, select Settings, Chat and scroll to the Canned Messages section.
For more information: http://www.userpulse.com/content/faq.jsp#shortcuts