1. Open Quick Text in your app.In Salesforce Classic, click the Quick Text tab. In Lightning Experience, select Quick Text from the item picker.
2. In Salesforce Classic, click the Quick Text tab.
3. In Lightning Experience, select Quick Text from the item picker.
4. Click New.If you have more than one quick text record type, select a record type for the new message, and then click Continue.
5. Enter a message name.Use a name that helps users identify when to use this message.
6. Enter the message.The message can include line breaks, lists, special characters, merge fields, and up to 4,000 characters.
7. Select the channels in which you want the message to be available.Depending on which features are enabled in your org, these channels might be available.Email—the Email actionLive Agent—Live Agent in the Service ConsolePhone—the Log a Call actionPortal—a community or a customer portalInternal—works with internal fields, like the Change Status actionNote If you don’t specify a channel, the quick text message can’t be used because itwon’t be available in any actions.The Portal and Internal channels aren’t supported in Lightning Experience. These channels display in the picklist but they aren’t mapped to any actions in Lightning Experience.
8. Email—the Email action
9. Live Agent—Live Agent in the Service Console
10. Phone—the Log a Call action
11. Portal—a community or a customer portal
12. Internal—works with internal fields, like the Change Status action
13. Select a category.In orgs created before Spring ’18 that enabled quick text in Salesforce Classic, this field is required and a default Category is provided for you. In orgs created after Spring ’18, this field isn’t required.
14. Click Save.Tip If you added merge fields, you can preview the quick text data fromrecords that you choose.