As it is now, we have a big dump of shortcuts that are either Private or Global. If short cuts were toggled per department, it would cut down on the huge list to scroll through if you don't know the keyword. Even better would be to have parent/child categories (which could start in base level as departments) and various levels of child categories.

With the ability to create nested categories it would make it easier to group shortcuts in a way that makes sense to our own business objectives. For example, you could create the following structure:

Sales > PreSales > Tractors (and child to this all your tractors)
Sales > PreSales > ATV (child to this all your ATVs)
Sales > PreSales > Wagons (etc.)

So typing in /Tractors would show all Tractor child shortcuts, which you could then select from.

Typing in /PreSales would give all the product categories, and if you clicked on a product category it would not insert text to chat but rather open the child item list for the agent to choose from, which they would then use to select the appropriate shortcut.

With this, you would be able to build extensive shortcut lists, but they would still allow intuitive lookup for agents when they are searching for the right "pre-approved" response.