Text Shortcuts (Quick Text) Missing or "That Shortcode Is Already Taken" in Gmail/Outlook Integration

This article explains why Text Shortcuts (Quick Text) can be missing from the Salesforce Gmail/Outlook Integration panel, and how to check whether a Shortcode is already taken when you see the error "That Shortcode Is Already Taken".

Fix: Enable Quick Text in Salesforce Classic

Quick Text must be enabled in Salesforce Classic as well, even if already enabled in Lightning Experience.

1. From Setup, in the Quick Find box, enter Quick Text Settings and select Quick Text Settings.
2. Click Enable Quick Text.

Note: Once enabled in Salesforce Classic, Quick Text can't be disabled. It's automatically enabled in Classic orgs where Chat is enabled.

How to Check Whether a Shortcode Is Already Taken

Run a SOQL query on the QuickText object to list every existing Shortcode and its owner. You can run the query in Developer Console or in Workbench.

Check a Shortcode Using Developer Console

1. From Setup, click Developer Console.
2. Run this query: `SELECT Id, OwnerId, Name, Shortcode, Message FROM QuickText`

Check a Shortcode Using Workbench

Workbench is a free, community-supported tool that is not officially maintained by Salesforce.

1. Log in to Workbench.
2. Click Queries > SOQL Query.
3. Select Object > QuickText.
4. Run: `SELECT Id, OwnerId, Name, Shortcode, Message FROM QuickText`