Templates — Quick Reply Templates
Templates are quick reply templates for operators. They are stored at the bot level and invoked directly in the input field using # + Template ID. All main Telegram message types are supported: text i
Templates are quick reply templates for operators. They are stored at the bot level and invoked directly in the input field using # + Template ID.
All main Telegram message types are supported:
- text
- images
- documents
- voice messages
- videos
- video note (circles).
Templates are used to speed up operators’ manual work — instead of constantly typing the same messages manually.
Templates are an operator tool. Messages are sent manually by an operator via Messenger. For fully automated sending, use flow steps — for example Send message — sending a prepared message.
When you need Templates
- The team answers typical questions
- The same links, instructions, or payment details are sent frequently
- Greetings are needed for different traffic types
- Sales regularly sends voice confirmations
- Support answers the same FAQ
How to use a Template in a chat
Enter # in the input field
A list of Templates will appear
Select a Template or start entering the Template ID
The Template will be automatically inserted into the input field
Edit the message if needed
Click Send
Examples: #deposit, #welcome, #faq1, #oldacc
Use short, clear IDs:
- deposit
- vip
- oldacc
- invoice
Avoid long IDs, for example: welcome_message_for_facebook_campaign_v2
Short Template IDs are easier to type after # and easier for the team to remember.
Creating a template
1. Open Templates
2. Create a category (if needed)
Click Add Category. Categories help structure templates.Typical categories:WelcomeFAQPricingObjectionsDocumentsPaymentsSupport3. Click New Template
The template creation form will open.4. Fill in the fields
Template ID — a unique ID for calling via #.Content Type — message type: Text. Media. Document. Video note. Voice.Message Text — the message text or template content.Annotation — an internal description for the team.5. Click Save
Save is required. If you close the form without saving, the template will not appear in the list.
Template fields
Field | What it defines | Example |
Template ID | ID for calling via # | deposit |
Content Type | Message type | Text / Media / Voice |
Message Text | Text or content | “Hi! Here are the instructions…” |
Annotation | Internal description | “Greeting for FB traffic” |
Content types
Type | When to use |
Text | FAQ, instructions, links |
Media | Photos, images, screenshots |
Document | PDF, Excel, ZIP |
Video note | Telegram video notes |
Voice | Voice messages |
Template categories
With categories, you can:
- create
- rename
- delete
- change the order using drag-and-drop.
How to change the order
Turn on Enable drag and drop
Drag the categories with the mouse
Deleting a category deletes ALL templates inside it permanently. Before deleting: move the templates you need; make sure the category is no longer used.
Importing templates from another bot
The Import Templates button copies templates from another bot within the company.
Use it when:
- a new bot is launched for the same project
- need to quickly migrate an existing template base
- test templates are rolled out to the main bot.
How to import:
Open Templates
Click Add Category
Click Import Templates
Select a Space
Select a bot
Confirm the import
After import: categories are copied. Templates are copied. The structure is preserved.
Import Templates means copying, not synchronization. After import, templates become independent: changes in one bot do not update the other. There is no synchronization between bots.
Variables in templates
You can use variables inside templates. Supported examples include:
- {{name}}
- {{fields.country}}
- {{fields.language}}
- {{variables.payment_link}}
When sending, values are automatically inserted for the current user.
Template example: Hello, {{name}}! Your region: {{fields.country}}
The user will receive, for example: Hello, Alex! Your region: Italy
Important things to consider
Templates are shared across the entire bot. All operators see the same templates, can use them, can edit them, and can delete them. There are currently no personal templates.
Temporary workaround for “personal” templates: create a category with the operator’s name and use it as a personal one (for example, Ivan — personal, Maria — personal). This is an organizational rule, not a technical limitation.
Usage examples
Welcome for Facebook traffic
Template ID: #fbwelcome
Content: Hi! Thank you for your interest in the project 👋 I'll now explain how to get started.
Sending a PDF contract
Template ID: #contract. Type: Document. Content: PDF contract file.
Voice confirmation
Template ID: #voiceconfirm. Type: Voice.
Used for: payment confirmation. checking the connection. personal contact with a lead.
FAQ
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