Giving users access to quick text lets them insert predefined messages in their emails, chats, events, tasks, Knowledge articles, and more. Service reps can respond to customers and update cases quickly and easily. Sales reps can work with their contacts, accounts, and opportunities more efficiently.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up quick text: | Customize Application |
| To view quick text messages: | Read on quick text |
| To create, edit, and delete quick text messages: | Create, Edit, and Delete on quick text |
| To create quick text folders: | Create on quick text |
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Take a moment to decide which users need access to quick text.
- Who should be able to insert quick text messages into records and conversations? Typically, this is most users.
- Who should be able to create and maintain their own quick text messages? Typically, this is just a few users.
- Who should be able to create and maintain quick text messages for their team? Typically, this is just a few users.
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Use a permission set or update profiles to give users access to the Quick Text
object.
- To view and insert quick text messages, users need Read permission. In orgs created after Spring ’18, all user profiles automatically include Read permission on quick text.
- To create, edit, and delete quick text messages, users need Create, Edit, and Delete permissions, respectively. Keep in mind that letting many users create quick text messages decreases the standardization of your company messaging.
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If you selected Share and organize quick text in folders on the
Quick Text Settings page, give users access to folders of common quick text messages.
- From the App Launcher, select Quick Text to open the quick text tab.
- From the list of folders, click Share in the folder’s action menu.
- Select users or groups that need access to the folder, and choose an access level: View, Edit, or Manage. To share a folder with others, users need Manage access or to be the folder owner.
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If you’re using quick text in Salesforce Classic, complete one of the following
options.
Option Steps Give users ownership of at least one quick text message On a quick text record page, transfer ownership of an existing quick text message to the user. Look for the Change button.
Change your org-wide default sharing setting for quick text Update quick text sharing on the Sharing Settings page in Setup. You can update the setting to Public Read Only or Public Read-Write. Use sharing rules If you don’t want to change your org-wide default sharing settings, create sharing rules to specify which groups of users have at least read-only access to quick text messages.
Note If your org-wide default sharing setting for quick text is set to Public
Read-Write, all users can access all quick text records whether or not Share and organize
quick text in folders is selected.
After giving users access to quick text, create standardized messages that they can use.