Telegram Auto-Reply Bot for Frequently Asked Questions
Who It's For and What It Solves
For small businesses — a café, a shop, a service — that get “what time do you close?” ten times a day. Answers come from Bot Fields: address, hours, delivery terms and payment methods are filled in once, and a manager steps in only for questions the menu didn't answer.
- Who it's for
- Any small business: café, shop, service
- Level
- Medium — Texts plus one connection: team chat, channel or AI key. About 10–15 minutes.
- What to connect
- Needs: support chat
- How it starts
- The /start command. After “Talk to a Person” the bot stays quiet and doesn't interrupt the agent; the menu comes back with /start.
- Blocks in the flow
- 11
How the Bot Talks to a Customer
The bot's messages are taken from the template as is. Highlighted parts are filled in by the bot: your details from Bot Fields or the customer's answers.
- Bot
👋 Hi! This is business name. What would you like to know?
- 💰 Prices
- 📍 Address & Hours
- 🚚 Delivery
- 💳 Payment
- 🙋 Talk to a Person
- Customer
📍 Address & Hours
- Bot
📍 address 🕒 opening hours
- Bot
Anything else I can help with?
- 📋 Main Menu
- 🙋 Talk to a Person
- ✅ All Clear, Thanks
- Customer
🙋 Talk to a Person
- Bot
I’m passing your question to a manager — they will reply right here in this chat. Please describe what you need.
How the Flow Works, Step by Step
- A greeting with a button menu: prices, address and hours, delivery, payment, talk to a person.
- Each button is a ready answer taken from the bot fields.
- The price list arrives as a PDF or an image.
- “Talk to a Person” hands the chat to a manager in the Helpdesk.
- If the customer types instead of tapping, the bot gently asks them to tap a button and waits.
What to Adjust for Your Business
- Fill in the bot fields: name, address, hours, delivery, payment and price list link.
- Connect the Helpdesk (a Telegram group or the web inbox) — without it “Talk to a Person” will not work.
- Add your own menu buttons, such as “Offers” or “Jobs”.
- The scenario starts with /start: after “Talk to a Person” the bot stays quiet and doesn’t interrupt the agent; the menu comes back with /start.
Recommendations
- We recommend adding your own menu buttons, such as “Offers” or “Jobs”, because the menu is a regular “Buttons” block and grows without code.
What the Template Doesn't Do
- The bot answers only through menu buttons: if someone types free text, it gently asks them to tap a button.
- Without the Helpdesk connected, the “Talk to a Person” button won't work.
Which Blocks It's Built From
Click a block to open its description in the builder reference.
Message
The bot sends a text message. For example: Hi! How can we help?Media
The bot sends a photo, video, GIF, audio or document with a caption. For example, a photo of the menu or a price list in PDF.Buttons
A message with buttons to choose from — each button leads down its own path. For example: Menu, Opening hours, Call a manager.Call operator
Hands the conversation over to a live operator. For example, when a customer asks for a human, the bot brings in a manager.Frequently Asked Questions
Where does the bot get its answers?
From Bot Fields: name, address, opening hours, delivery terms, payment methods and a price list link (PDF up to 20 MB) are filled in once.
What does the manager see when a customer asks for a person?
The chat arrives in the Helpdesk with the note “The customer tapped “Talk to a Person” in the FAQ menu”, and the manager replies right in that chat.
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