Quick Text records are pre-canned snippets — greetings, closings, FAQ responses, signature blocks — that agents drop into emails, chats, and notes without retyping. They live as records and can be folder-shared, making them the lighter-weight cousin to Email Templates.
- Make sure Quick Text is enabled
Setup → Quick Text Settings → Enable Quick Text. Off by default in some orgs.
- Open the Quick Text tab
App Launcher → Quick Text. Most agents pin this to their Service Console utility bar.
- Click New
Top-right of the list.
- Set Name and Message body
Name appears in the picker; Message is the actual text dropped in. Body supports merge fields.
- Pick a Category
Greeting / Closing / Inquiry / etc. Drives the picker's grouping.
- Pick Channels
Email / Chat / Phone / Internal / Service. Quick Text only appears in pickers for the chosen channels.
- Tick Insertable Without Approval if applicable
When ticked, agents can insert without an approver. Off requires an approval workflow before use.
- Save → optionally share via folders
Quick Text records can be moved into folders for team-specific access.
Required.
Required. The text that gets inserted.
Required. At least one channel.
- Channels gate visibility. A Quick Text with Email-only channel doesn't appear in the Chat picker — agents go looking and miss it.
- Merge fields in Quick Text don't always resolve. They work in Lightning Email Composer but may not in older Console contexts. Test in the actual channel.
- Folder-based sharing is the only fine-grained access model. Without folders, all users with Quick Text Read see all messages — fine for small teams, painful for large orgs.