Quick Text Considerations

General Considerations

• The quick text browser displays up to 2000 folders. When you search quick text, all matching quick text and folders display.
• You can’t translate Quick Text through the Translation Workbench. To use quick text in multiple languages, we recommend designating users to create quick text records for their language.
• Subcategories are available only in Salesforce Classic.
• The Share button for individual quick text records is available only in Salesforce Classic.
• Quick text counts towards your Salesforce org’s data storage limit.

Quick Text Channel and Object Support

• Admins can customize the names of quick text channels in Object Manager, but we recommend that you don’t. Renaming standard values can prevent quick text messages from being available in the correct channels. In addition, if you customize quick text channel names in Lightning Experience, the names are no longer translated.
• Quick text is supported in Lightning Knowledge on rich text fields only.
• Quick text that reps save to the Email channel for their own use is available as a text shortcut in the Outlook and Gmail integrations with Inbox. Shared quick text isn’t available in the integrations.
• The Portal and Internal channels aren’t supported in Lightning Experience. These channels appear in the list of available channels when creating quick text, but they aren’t mapped to any actions in Lightning Experience.
• You can’t use the Event and Task channels with custom fields.
• Macros don’t observe quick text channels.

Merge Field Considerations

In quick text, you can insert merge fields for accounts, cases, contacts, custom objects, leads, opportunities, organization, users, and work orders.

• When merge fields don’t apply to the record you’re working with, the merge field 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.
  • Quick text with the Lead.Name merge field resolves correctly on a lead. However, that same merge field resolves blank on an account that was converted from a lead.
• In legacy Chat, enhanced Chat, and enhanced Messaging channels, you can only use merge fields for the following objects: case, contact, and lead. You can use merge fields for accounts only if the account record is related to a case, contact, or custom object that is associated with the chat transcript.
• You can’t use merge fields in quick text for Lightning Knowledge.
• Merge fields resolve in the Email global action only when you're on a record page for accounts, cases, contacts, custom objects, leads, opportunities, users, and work orders. If you open the Email global action on a list view or other page, quick text merge fields won't resolve.
• Quick text supports the Salesforce Merge Language (SML) used in Salesforce Classic email templates, not the Handlebars Merge Language (HML) used in Lightning email templates.