--- schema_version: "1" id: c55cbfd6c0a352dbdcd74fc472faa8d96a82b6b16fef3542f130579c2f87cc9f title: Create Quick Text Messages collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/quick_text_create.md canonical_url: https://help.salesforce.com/s/articleView?id=service.quick_text_create.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 6f7950c7929ac6586a8be8e50c49cddf4abc9b5b370d3ba9055f09738872c2bb description: Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters. products: - Service Cloud release: "264" --- # Create Quick Text Messages Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters. ### Required Editions

User Permissions Needed
To create quick text messages:	Create on quick text
To create a quick text folder:	Create on quick text
To share a quick text folder:	Owner of the folder OR Manage access on the folder
To manage and share all quick text folders:	View Setup and Configurations AND Modify All Records on quick text

1. From the App Launcher, search for and select **Quick Text** to open the quick text tab. ![App Launcher with "quick text" entered into the search field](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_app_launcher.png) 2. Optionally, create shareable folders to organize your quick text messages and create unique sets of messages for different business units or groups of users, like service and sales. You can create up to four levels of folders: one root folder and up to three subfolders. 1. Click **New Folder**. ![New folder window](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_new_folder.png) 2. Name your folder and save it. 3. Repeat these steps until you have all the folders you need. You can also create more later, or designate users to create them. 3. Click **New Quick Text** to create your first quick text message. If prompted, select a record type for the new message to customize access to it. Then click **Continue**. ![Quick Text tab with New Quick Text button highlighted](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/quick_text/qt_create.png) 4. Add information about the quick text message.

Setting	Description
Quick Text Name	Enter a name that helps users understand when to use the message.
Message	Enter the message that you want users to be able to insert into their communications. You can include line breaks, lists, special characters, merge fields, and up to 4,000 characters. Merge fields, like a contact name, help you personalize your communications with customers. Quick text supports the Salesforce Merge Language (SML) used in Salesforce Classic email templates, not the Handlebars Merge Language (HML) used in Lightning Experience email templates.
Folder	Optionally, select a folder. This field is visible if: Share and organize quick text in folders is enabled The Folder field is added to the Quick Text record page layout Users need access to the folder you select in order to view its quick text messages. You can group quick text messages into folders—for example, designating them as service or sales—and assign access accordingly.
Category	Select a category that indicates the message’s purpose. Categories can be customized from the Quick Text object settings in the Object Manager in Setup. In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, this field is required and a default Category is provided. In orgs created after Spring ’18, this field is optional.
Channel	Select the channels in which you want the message to be available. If you don’t specify a channel, the message can’t be used. Depending on which features are enabled in your org, these channels might be available. Email—for Email actions Note Quick text saved in the Email channel for your use is available as a text shortcut in the Outlook and Gmail integrations with Inbox. Shared quick text isn’t available in the integrations. Event—for Event actions Internal—works with internal fields, like on the Change Status action. This channel isn’t supported in Lightning Experience, though it appears in the list. Knowledge—for Knowledge articles in Lightning Experience Chat—works with Chat in the Service Console Messaging—works with Messaging in the Service Console Phone—for the Log a Call action Note In Salesforce Classic apps, quick text is supported with Case Feed Log a Call actions in console apps. Portal—works in an Experience Cloud site or a customer portal. This channel isn’t supported in Lightning Experience, though it appears in the list. Social—for social posts Task—for Task actions
Include in reply recommendations	Visible only if Einstein Reply Recommendations is turned on. Select this option to let Einstein recommend the message to support reps in the Einstein Replies console component.
Include in selected channels	Leave this option selected. It makes the message available in the channels you selected.

5. If you use merge fields, click **Preview** to review the message with data from records that you choose. 6. Click **Save**. #### See Also - [Insert and Use Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_insert.htm&release=264.0.0&type=5 "Stop retyping the same message over and over, and save time. Use quick text to insert predefined messages on any standard or custom objects in Knowledge articles, Chats, Log a Call actions, emails, events, tasks, and social posts. After inserting a quick text message into a message field, you have the chance to tailor the text to your situation before sending it.") - [Share Quick Text](https://help.salesforce.com/s/articleView?id=service.quick_text_share.htm&release=264.0.0&type=5 "You can share quick text with users, public groups, and more. The way you share quick text in Salesforce Classic and Lightning Experience is different. In Salesforce Classic, you can share individual quick text messages. In Lightning Experience, you share quick text using folders.")