QuickText

This object stores a snippet of text that allows users to send a quick response to a customer. Use quick text to create greetings, answers to common questions, short notes, and more. This object is available in API version 24.0 and later.

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. This is a relationship field. Relationship Name Folder Relationship Type Lookup Refers To Folder
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 interacted with this record, directly or indirectly.
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, it's possible that the user 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 This is a polymorphic relationship field. Relationship Name Owner Relationship Type Lookup Refers To Group, User
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. If the API version isn’t specified, they’re available in the same API versions as this object. Otherwise, they’re available in the specified API version and later.

QuickTextChangeEvent (API version 48.0): Change events are available for the 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.

Object Reference for the Salesforce Platform

QuickText

Supported Calls

Fields

Usage

Associated Objects