---
schema_version: "1"
id: 39a36b394532c5ff935f720eb44570d6e0219417a6d731e8f521f300a3dcaef2
title: Insert and Use Quick Text
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/quick_text_insert.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.quick_text_insert.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 025a9ffe4a5bb2c28abe9a755652d9a623e39d9c2e087125058c1bee4257b4a6
description: 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.
products:
  - Service Cloud
release: "264"
---
# Insert and Use Quick Text

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.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col style="width:100%"></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small permission">
        <colgroup>
          <col style="width:50%">
          <col style="width:50%">
        </colgroup>
        <thead class="slds-text-title_caps ">
          <tr class="">
            <th scope="colgroup" class="slds-cell-wrap" colspan="2" style="text-align:center;vertical-align:top;" id="d145322e61">User Permissions Needed</th>
          </tr>
        </thead>
        <tbody>
          <tr class="">
            <td data-label="User Permissions Needed" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e61 ">To insert quick text:</td>

            <td class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e61 ">Read on quick text</td>

          </tr>
        </tbody>
      </table>

Each quick text message in your org is associated with one or more communication channels, like Chat or Email. If a quick text message isn’t associated with a particular channel, you can’t use it in that channel. For example, only messages assigned to the Email channel can be inserted into emails.

1. Select the field where you want to insert a quick text message. Here’s a list of the fields where you can insert quick text.
    
    <table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small ">
            <colgroup>
              <col style="width:20%">
              <col style="width:40%">
              <col style="width:40%">
            </colgroup>
            <thead class="slds-text-title_caps ">
              <tr class="">
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e110">Quick Text Channel</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e113">Associated Object or Action</th>
                <th scope="col" class="slds-cell-wrap" style="vertical-align:top;" id="d145322e116">Supported Fields</th>
              </tr>
            </thead>
            <tbody>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Email</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Email Message (used in Email actions)</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>HTML Body</li>

                    <li>Text Body</li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Event</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Event</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Description</li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Internal</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d145322e113 d145322e116 ">(Salesforce Classic only) Works with internal
                  fields.</td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Knowledge</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Knowledge (used in Lightning Knowledge articles)</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Fields with the data type <samp class="parmname">Rich Text Area</samp></li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Chat</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Live Chat Transcript (used in chats)</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Body</li>

                    <li>Supervisor Transcript Body</li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Phone</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Task (used in Log a Call actions)</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Comments</li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Portal</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" colspan="2" style="vertical-align:top;" headers="d145322e113 d145322e116 ">(Salesforce Classic only) Works in Experience Cloud sites
                  or customer portals.</td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Social</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Social Post</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Message</li>

                  </ul>
                </td>

              </tr>
              <tr class="">
                <td data-label="Quick Text Channel" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e110 ">Task</td>

                <td data-label="Associated Object or Action" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e113 ">Task</td>

                <td data-label="Supported Fields" class="slds-cell-wrap" style="vertical-align:top;" headers="d145322e116 ">
                  <ul>
                    <li>Comments</li>

                  </ul>
                </td>

              </tr>
            </tbody>
          </table>
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note In Lightning Experience, quick text is available for Log a Call actions on various objects. In Salesforce Classic apps, quick text is supported with Case Feed Log a Call actions in console apps.
2. Launch the quick text browser by clicking the quick text button in the toolbar ![Quick text button: gray quote bubble](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_button.png).
    
    If you don’t see the button, your admin has opted to hide it. If you’re using a U.S. or U.K. keyboard, you can enter a keyboard shortcut in the message field to open the browser:
    
    Salesforce Classic
    
    macOS or Windows: ;;
    
    Lightning Experience
    
    macOS: Cmd and . simultaneously
    
    Windows: Ctrl and . simultaneously
3. Find the message you want to insert. Here, we’re inserting a quick text named Solar Panel Apology into the body of an email.
    
    ![Inerting quick text into an email body](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_using.png)
    
    ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png)
    
    Note If you don’t see any quick text messages in the quick text browser, your admin may need to share the folders containing the messages with you.
4. To select a message, click or highlight it and press **Enter**.
    
    If the message you select contains merge fields, they’re resolved when you add the message. If a merge field doesn’t apply to the record you’re working with, it resolves blank. For example, quick text with the Case.CaseNumber merge field resolves correctly in a case’s Log a Call action. However, that same merge field resolves blank when inserting quick text on a work order’s Log a Call action.
5. Before sending or saving your message, modify the text if you need to.

#### See Also

- [Create Quick Text Messages](https://help.salesforce.com/s/articleView?id=service.quick_text_create.htm&release=264.0.0&type=5 "Create custom predefined messages to insert into emails, chats, tasks, events, and more. Quick text can include merge fields, line breaks, and special characters.")