Cannot find 'Quick Text' channels

• Email - For "Email" actions
• Event - For "Event" actions
• Internal - Works with internal fields, like on the Change Status action
• Chat - Works with Chat in the Salesforce console
• Messaging - Works with Messaging in the Service Console
• Phone - For the "Log a Call" action
• Portal - Works in a Community or Customer Portal
• Social - For Social Posts
• Task - For the "Log a Call" action

If you only see 'Chat,' try to enable Case Feed

In Salesforce Classic

1. Go to Setup | Customize | Cases | Support Settings
2. Click on Edit.
3. Select Enable Case Feed Actions and Feed Items.
4. Click on Save.

In Lightning Experience

1. Click on gear icon and select Setup.
2. In the Quick Find box, enter Support Settings.
3. Under Feature Settings | Service, select Support Settings.
4. Click Edit.
5. Select Enable Case Feed Actions and Feed Items.
6. Click Save.