QuickText | Object Reference for Salesforce and Lightning Platform

Supported Calls

create(), delete(), describeLayout(), describeSObjects(), getDeleted(), getUpdated(), query(), retrieve(), search(), undelete(), update(), upsert()

Fields

Field Name	Details
Category	Type picklist Properties Create, Defaulted on create, Filter, Group, Nillable, Sort, Update Description A customizable picklist that can be used to group multiple related quick text records together
Channel	Type multipicklist Properties Create, Defaulted on create, Filter, Nillable, Update Description A multi-select picklist that can be used to specify where specific quick text messages are available, such as in Chat or in the Email publisher in Case Feed.
FolderId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description Returns the ID of the folder that contains the quick text. Available in API version 44.0 and later.
FolderName	Type string Properties Filter, Nillable, Sort Description Name of the folder that contains the quick text. Available in API version 44.0 and later.
IsInsertable	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description If true, the quick text is available in the channels selected in the Channel field. If false, the quick text is not available. The label in the UI is Include in selected channels. By default: This field is set to true on quick text records created from the Quick Text page or via the API. This field is set to false on quick text records created during the Einstein Reply Recommendations reply publishing process.
LastReferencedDate	Type datetime Properties Filter, Nillable, Sort Description The timestamp when the current user last accessed this record, a record related to this record, or a list view.
LastViewedDate	Type datetime Properties Filter, Nillable, Sort Description The timestamp when the current user last viewed this record or list view. If this value is null, the user might have only accessed this record or list view (LastReferencedDate) but not viewed it.
Message	Type textarea Properties Create, Filter (unavailable in API version 25.0 and later), Sort (unavailable in API version 25.0 and later), Update Description The content of the quick text record
Name	Type string Properties Create, Filter (unavailable in API version 25.0 and later), Group, idLookup, Sort (unavailable in API version 25.0 and later), Update Description A descriptive label for the quick text record
OwnerId	Type reference Properties Create, Defaulted on create, Filter, Group, Sort, Update Description ID of the User or Queue that owns the quick text record
ShouldPredictInRr	Type boolean Properties Create, Defaulted on create, Filter, Group, Sort, Update Description (Used with Einstein Reply Recommendations.) Indicates whether the quick text can be recommended to agents in the Einstein Replies console component. The label in the UI is Include in reply recommendations. By default: This field is set to false on quick text records created from the Quick Text page or via the API. This field is set to true on quick text records created during the Einstein Reply Recommendations reply publishing process.
SourceEntityId	Type reference Properties Create, Filter, Group, Nillable, Sort, Update Description (Used with Einstein Reply Recommendations.) The corresponding ReplyText record that the quick text record was created from. This field is not available in the UI.
SourceType	Type picklist Properties Create, Filter, Group, Nillable, Restricted picklist, Sort, Update Description (Used with Einstein Reply Recommendations.) Indicates how the text was composed. This field is not available in the UI. Possible values are: `EINSTEIN_GENERATED`—Text was generated by Einstein Reply Recommendations `USER_EDITED`—Text was generated by Einstein Reply Recommendations, and then edited by a user `USER_GENERATED`—User wrote the text

Usage

Use this object to create and manage the quick text messages available to users. You can categorize multiple quick text records into groups using the Category field. The Category field can also be a parent to multiple custom-dependent Picklist fields to create a hierarchical structure of categories.

QuickText is also used in Einstein Reply Recommendations, a feature that recommends stock replies for support agents to use in chats in the Lightning Service Console. During setup, Einstein Reply Recommendations scans past chats to generate a list of commonly used replies. Each generated reply is a ReplyText record. The admin then publishes, or converts, the replies to quick text, creating a corresponding QuickText record for each reply. Therefore, certain QuickText fields are used only on quick text records that originated as a ReplyText record.

Associated Objects

This object has the following associated objects. Unless noted, they are available in the same API version as this object.

QuickTextHistory: History is available for tracked fields of the object.
QuickTextOwnerSharingRule: Sharing rules are available for the object.
QuickTextShare: Sharing is available for the object.