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Why are Quick Text Channels missing?

Knowledge Article Number 000220783
Description When I create or edit Quick Text records, the only Channel I see available is "Live Agent".  Why don't I have "Email", "Portal", "Phone", or "Internal"?
Resolution Depending on which features are enabled in your organization, these channels may be available:
  • Email—the Case Feed Email action
  • Live AgentLive Agent in the Salesforce console
  • Portal—a community or a customer portal
  • Phone—the Case Feed Log a Call action
  • Internal—the Case Feed Change Status action
If you only see "Live Agent", try enabling Case Feed, here:
Setup > Customize > Cases > Support Settings > "Enable Case Feed Actions and Feed Items"

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