Quick Text lets users create messages, such as greetings, answers to common questions, and short notes, which support agents can easily insert into case updates and communications with customers to save time and increase standardization.
Enable Quick Text:
Enable Quick Text for your organization so your agents can use pre-defined messages to respond to your customers and update cases quickly and easily.
- From Setup, enter Quick Text Settings in the Quick Find box, then select Quick Text Settings.
- Click Enable Quick Text.
- Click Save.
Create Quick Text Messages:
Creating quick text is very simple and easy. Below are the steps to create quick text messages as system administrator or with user having quick text create/edit permissions.
- Click the Quick Text tab.
- Click New. [Image Ref:1]
- If you have more than one Quick Text record type, select a record type for the new message, and then click Continue.
- Type a message name. [Image Ref:2]
- Type the message.[Image Ref:2]
It can include line breaks, lists, and special characters and can be up to 4,096 characters.
- Click Available Merge Fields to display the merge field selector.[Image Ref:3]
- Select the channels in which you want the message to be available.
Depending on which features are enabled in your organization, these channels might be available.
- Email—the Case Feed Email action
- Live Agent— Live 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
- Select a category.[Image Ref:4]
- Optionally, select a subcategory.
- Click Save.
Granting permissions to users to create Quick Text:
You need to enable a few specific permissions for support agents so that they have access to all the tools that they’ll need to provide help to customers. To allow agents to use Quick Text in the Live Agent console, in Live Agent in the Salesforce console, or in the Email, Portal, Log a Call, and Change Status actions in Case Feed:
Step1: Organization-Wide Defaults
|Change your organization-wide default sharing setting for Quick Text||
Step2: Object permissions from profiles/permission set
|Quick Text||“Read”||Enables agents to view Quick Text messages and include Quick Text in chats.||Without the “Read” permission on Quick Text, agents can’t access the Quick Text sidebar in the Salesforce console.|
|“Create”||Enables agents to create Quick Text messages||If your Quick Text messages need to be standardized across your organization, limit your agents’ ability to create Quick Text messages. In that case, give the “Create” permission to support supervisors instead.|
|“Edit”||Enables agents to edit Quick Text messages||If your Quick Text messages need to be standardized across your support organization, limit your agents’ ability to edit Quick Text messages. In that case, give the “Edit” permission to support supervisors instead.|
|“Delete”||Enables agents to delete Quick Text messages||If your Quick Text messages need to be standardized across your organization, limit your agents’ ability to delete Quick Text messages. In that case, give the “Delete” permission to support supervisors instead.|
Testing Quick Text [for example we will demonstrate in salesforce console]:
- Navigate to the salesforce console that was created by you. If not created please create one for your app.
- In our example lets consider we have cases assigned to the agents. (You may need to replicate this scenarios by creating a salesforce console app with case object and create few records for case object to test this qucik text in feed email.)
- Now click on a case record and go to the feed section of the case as shown below (You can click on the “Answer Customer” section in case layout.)
- Now click on the rich text area under the “Email” option.
- Start typing double semicolon (;;<any text keyword from the quick text messages>).
- And there it is… As show in the screenshot we have the quick texts which had the keywords that you types after the ;;
Now you can go ahead and play around the Quick Texting… 🙂