How to insert Quick Text in Salesforce Lightning?

Hi Kapil,

In Setup, add quick text to your app to let your users view the quick text list view.

1. Open Quick Text in your app.
   In Salesforce Classic, click the Quick Text tab.
   In Lightning Experience, select Quick Text from the item picker.
2. Click New.
   If you have more than one quick text record type, select a record type for the new message, and then click Continue.
3. Enter a message name.
   Use a name that helps users identify when to use this message.
4. Enter the message.
   The message can include line breaks, lists, special characters, merge fields, and up to 4,000 characters.
5. Select the channels in which you want the message to be available.
   Depending on which features are enabled in your org, these channels might be available.Email—the Email action
   Live Agent—Live Agent in the Service Console
   Phone—the Log a Call action
   Portal—a community or a customer portal
   Internal—works with internal fields, like the Change Status action
6. Select a category.
   In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, this field is required and a default Category is provided for you. In orgs created after Spring ’18, this field isn’t required.
7. Click Save.

Hope this helps you.

Hi,

Steps to Insert Quick Text In Salesforce

• Turn on Quick Text. Following are the steps to enable quick text in your salesforce org:
  • Go to setup, enter Quick Text Settings in the Quick Find box, then select Quick Text Settings.
  • Click Enable Quick text.Remember once quick text is enabled it can’t be turn off.
  • Click save.
  • Create a Quick Text Message. Following are the steps to create quick text message :Go to Service
  • from the App menu and Click the Quick Text tab.
  • Click New.
  • If you have more than one Quick Text record type, you need to select a record type for the new message and then click Continue.
  • Type a message name. Let’s name our quick text Return Policy.
  • Type the message. Let’s enter the message: “Thanks for inquiring about our return policy. You may return items for any reason within 60 days of purchase. You must show a receipt to receive cash back for the return. If you don’t have a receipt, we’ll issue you a merchandise credit.”
  • Your quick text messages can include line breaks, lists, and special characters and can be up to 4,096 characters.
  • You can use the Merge Field Selector to insert merge fields into the quick text message.
  • Select the channels in which you want the message to be available.
  • Click Save
  • Inserting Quick text .Let’s insert quick text in an email reply. Following are the steps to insert
  • Quick text :In the Service Console, open a case. Click the Feed tab to see the Case Feed.
  • Click Email to write a reply email to the customer.
  • Enter ;; in the email message field. Available quick text messages are shown.
  • Select the quick text message that you want to use.
  • Click Enter.The quick text appears in the email. You can add to it or send it off as is.
  • Click Send to send the email.

Hope this helps.