Design Your Quick Text Strategy

Who should be able to use quick text in their communications with customers, and in which channels?

Usually, this is all or most users. Each quick text message can be 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. Quick text can be used in these channels.

• Email
• Event
• Internal: For internal fields (Salesforce Classic only)
• Knowledge
• Chat
• Messaging
• Phone: For the Log a Call action
• Portal: For Experience Cloud sites or customer portals (Salesforce Classic only)
• Social: For social posts
• Task

Who should be able to create quick text messages for themselves?

Optionally, select one or more users, such as service reps, who can create and maintain their own quick text messages to use in their communications with customers. Keep in mind that letting many users create quick text messages decreases the standardization of your company messaging.

Who should be able to create quick text messages for multiple users?

Optionally, select one or more users, such as supervisors, who can create and share quick text messages with other users.

Do you want to create unique sets of quick text messages for different business units?

If your company has multiple business units with their own processes, customers, and terminology, it’s a good idea to create separate sets of quick text for each unit. In Lightning Experience, you can divide these sets of quick text messages into folders and give each group of users access to the appropriate folder. In Salesforce Classic, you can customize access using sharing rules or share individual quick text messages with users.

In which scenarios does your team need quick text messages?

Make a list of the top scenarios that need standardized messaging. For example, perhaps you want to standardize:

• Customer service chat greetings
• Responses to frequently asked questions
• Introductions to new products or promotions

Then, work with your team to finalize the quick text for each scenario. Support reps and sales reps may maintain their own lists of common responses that you can refer to. Keep in mind that different channels may require different language for a given scenario—for example, a standard Chat greeting might be more casual than an Email greeting.

Tip Einstein Reply Recommendations can complete this step for you by generating a list of your team’s common responses based on past chats. You can then fine-tune and publish those replies to quick text.

After you answer these planning questions, you’re ready to roll out quick text to your team.