Quick Text Settings is where you switch on folder-based sharing and set the foundation for a managed snippet library. The page is short, but the steps around it (permissions and folders) are what make the feature usable.
- Open Quick Text Settings
From Setup, type Quick Text Settings in the Quick Find box and select it. In Lightning Experience the feature is already enabled by default.
- Enable folder sharing
Select "Share and organize quick text in folders" and click Save. This unlocks the folder model used to share snippet sets with teams.
- Grant access with a permission set
Create or edit a permission set that includes read, create, and edit access for Quick Text, then assign it to the agents and reps who need snippets.
- Build and share folders
Create folders that match how teams respond, add QuickText records to each, set the correct Channel, and share each folder with the right group or role.
Turns on folder-based organization and sharing so you can group related snippets and share a whole set at once instead of record by record.
Controls where a snippet can be inserted, with values such as Email, Event, Task, Internal, and Knowledge, keeping each context's picker focused.
Holds the snippet text and supports merge fields, line breaks, and special characters so inserted messages can be personalized rather than generic.
- Enabling the feature does not grant it to users. Access still requires the Quick Text permissions, usually via a permission set.
- An empty library kills adoption. Provision a starter set of approved snippets before rollout, not after.
- Set the Channel correctly on each snippet, or messages will not appear in the publisher or composer where agents expect them.
- Quick Text is not Macros. Use Quick Text for wording and Macros for multi-step actions; a macro can insert a Quick Text snippet as a step.