How many shortcuts have been used based on contact reason/disposition

  • 10 August 2023
  • 1 reply


We have three contact reasons/dispositons we are reporting on and we want to track the use of shortcuts against these 3 specific reasons. 

For example: If the disposition is Add a Passenger then we have multiple shortcuts to assist with these type of queries. Sometimes, up to 3 - 4 shortcuts including the greeting and close. 

We want to report on how many times a shortcut is used (regardless of which shortcut) against how many times we’ve marked a conversation as this reason. 

The custom reporting doesn’t let us add in a filter by disposition when we are tracking on messages sent and shortcuts is set. Does anyone have any ideas? 


Best answer by danielle.tiso 11 August 2023, 15:56

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Hey @Lucy loveholidays since shortcuts live on the Message Object, it’s hard to associate to the disposition since that lives on the Conversation Object. One idea is that you can build a workflow that duplicates the disposition and applies it to a customer Message Object every time a disposition is added to the conversation. I’m still a bit unclear on how reporting would look here since I don’t have this configured in my test instance, but it may get you a step closer towards what you are looking to do.