Triggered shortcuts should be able to initiate actions assigned to them.

I would like to request for Triggered shortcut message to be able to initiate the action assigned to this shortcut. For example, if a shortcut has a "Transfer action" and trigger sends this shortcut, the action should be triggered as well. Currently, only the text message from the shortcut is being sent by the trigger without its action.
It can significantly improve the "Welcome triggers" and allow customers a smoother connection to the appropriate department. Which can lead to a more positive chat experience overall.

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Originally posted by @OConnor on community.tawk.to on 27 May 2026 · 3 votes