Telegram Quick Replies and Reply Templates: 10 Examples for Support and Sales

2026-11-11 · 8 min

How to use quick replies and reply templates on Telegram: what Telegram Business offers, which answers to template, 10 examples and a shared team library.

A reply template (also called a canned response, saved reply or quick reply) is an answer your team has written once and can drop into the message box in one click. Prices, payment details, delivery times and opening hours are asked every day. Turning those answers into templates cuts typing time and stops three agents from giving three different answers to the same question.

On Telegram there are two ways to do it: Quick Replies in Telegram Business, which live on a single account, and a shared template library that the whole team uses. This guide covers both, which messages deserve a template, how to write ones that don't sound robotic, and ten examples you can copy.

Why teams need reply templates

Speed. Typing the same bank details twenty times a day, or digging them out of an old chat, is slow. Templates are the cheapest way to bring down first response time.
Consistency. If one agent says "ships in 2 days" and another says "3 to 5 business days", the customer doesn't know which to believe. A template is the single agreed version of the answer.
Fewer mistakes. One wrong digit in an account number or a price costs money. Text that was checked once is safer than text retyped every time.
Onboarding. A new hire finds the correct answer in the template list on day one instead of asking a colleague.

Quick Replies in Telegram Business

Telegram's built-in option is Quick Replies, part of Telegram Business. Type "/" in the message bar to open your saved shortcuts. Each shortcut can hold several messages with formatting, links, media and files. Quick replies work in private chats only, not in groups. According to Telegram's announcement, Business features are included for Premium subscribers at no extra cost (Telegram Business).

For one person on one number, that is plenty. The limitation is that the list belongs to the account:

Five numbers means five separate sets of quick replies. When a price changes, you fix it in five places.
The list lives inside the account. To use it, an agent has to be logged in to that account, which means they have access to everything in it.
There is no record of who added or changed a shortcut.

More detail here: Telegram Business features.

Which messages deserve a template?

A simple rule: if you typed the same answer three times in one week, make it a template. For most teams the list looks like this:

Topic	Why template it
Prices and plans	The most common question, and a wrong number is costly
Payment details	A single typo causes a failed or lost payment
Shipping and delivery times	Everyone should quote the same timeframe
Working hours	Sets expectations for out-of-hours messages
"We'll get back to you"	A customer who is waiting should never get silence
Returns and refunds	Wording needs to be exact
Address and directions	Long and easy to get wrong

Some messages should not be templates: replies to complaints, custom quotes, apologies. Those have to respond to what the customer actually wrote. A template can give you the skeleton at most.

How to write templates that don't sound robotic

Keep them short. People read Telegram on a phone. If a template runs past three or four lines, split it in two.
Mark the variables. Put names, amounts and order numbers in square brackets, like [name] or [amount]. It is obvious at a glance what still needs filling in.
Ask one question per message. Ask for size, colour and address in one go and you will usually get an answer to one of them.
Write the way you talk. "Got your message" beats "Your request has been received and is being processed." The template should sound like your team on a normal day.
Say what happens next. End every template with what you will do or what the customer should do.
Personalise before sending. One sentence that refers to something the customer said removes the copy-paste feel.

10 reply templates you can copy

Replace everything in square brackets with your own details.

1. Greeting

Hi [name], this is [agent name]. Thanks for your message. How can I help?

2. Price

[Product] is [price], tax included, and it's in stock. Which size or colour are you looking for?

3. Payment details

You can pay by card with this link: [link]. If you prefer a bank transfer, the details are: [account name], [account number]. Please put your order number in the reference and send the receipt here so I can confirm right away.

4. Delivery time

Orders placed before [time] ship the same day. Delivery usually takes [number] business days. I'll send the tracking number here as soon as the parcel is handed over.

5. Tracking

Your order shipped today with [carrier]. Tracking number: [number]. If anything looks off, just reply in this chat.

6. Working hours

We're here Monday to Friday, [hours], [time zone]. Your message is saved, and we'll reply first thing when we're back.

7. We'll get back to you

I'm checking this with a colleague. I'll come back to you in this chat by [time or day] at the latest.

8. Asking for missing information

Could you send me your order number so I can look this up?

9. Returns

You can return or exchange the item within [number] days of delivery, as long as it's unused and in its original packaging. Would you like a refund or an exchange?

10. Closing the conversation

I'll close this for now. If anything else comes up, write here any time. Have a good day.

Keeping a shared template library tidy

A template list nobody looks after becomes a junk drawer within a few months: four versions of the same answer, old prices, entries nobody remembers adding.

Naming. Start each title with the topic: "Payment - Card link", "Payment - Bank transfer", "Shipping - Times", "Shipping - Tracking". In an alphabetical list, related templates end up next to each other.
Owner. Give each topic group an owner. The sales lead looks after pricing templates, the support lead looks after returns.
Review. Go through the list once a month. When a price, promotion or opening hour changes, update the template the same day.
Fewer and current. Delete templates nobody uses. Fifteen good ones are faster to work with than sixty mixed ones.
One version. Edit the existing template instead of adding "Price", "Price new" and "Price final".

How saved replies work in MyCRM

In MyCRM, templates belong to the workspace, not to a number. However many Telegram numbers are connected, the team works from one list.

Open Settings → Saved replies and click Add saved reply.
Enter a title (up to 80 characters) and the text (up to 4,096 characters), then save.
In the inbox, open a chat and click the lightning icon to the left of the message box. The list shows each title with the start of its text.
Click a template. The text is placed in the message box but not sent, so you can fix the name and amount before sending it yourself. If you had already typed something, the template is added on a new line below it.

A few things to know:

The list is sorted alphabetically by title, which is why the topic prefixes above work well.
Any member of the workspace can add, edit and delete saved replies. Agree inside the team who maintains what.
Saved replies are plain text. Variables are not filled in automatically, a template can't carry media or files, and there is no "/" shortcut.
For the greeting and away messages customers see, you can keep using Telegram Business. Those settings are managed in the Telegram app.

FAQ

Are quick replies free on Telegram? Quick Replies are part of Telegram Business, and according to Telegram's announcement Business features come with a Premium subscription at no extra cost. So the account needs Premium.

Do Telegram quick replies work in groups? No. Telegram Business quick replies are available in private chats only.

How many templates should a team have? There is no fixed number. Most teams cover the bulk of their work with 10 to 20. When you can't find the one you need in a couple of seconds, it's time to clean up.

Do customers mind canned responses? They mind templates that are sent unfilled or that don't answer the question. A message that gives the right information quickly, starts with their name and refers to what they asked doesn't read as canned.