Create and set up chat templates

A chat template is a saved message you can use in conversations without typing it from scratch. When you type a word that matches a template’s name, Kommo will suggest it automatically—so keep template names short and distinct to find them quickly.

You can add dynamic markers using square brackets [ ] to personalize messages. For example, [Contact name] will be replaced with the contact’s full name when the message is sent.

Chat templates in Kommo help your team reply faster, stay consistent, and personalize messages automatically. You can:

• Send quick responses to common questions, greetings, or FAQs without retyping.
• Personalize messages using dynamic markers like [Contact name] or [Company name].
• Keep communication consistent across the team, even when multiple agents handle the same lead or customer.

To create a template:

1. Go to Settings → Templates. In the General templates section, click Add a new template.
2. You can also access Templates from:

• Click the Chats tab → Gear icon → Chat Tools → Templates.
• Click the WhatsApp tab → Templates.

1. When you click Add a new template, a name is created automatically. Edit it anytime by clicking the pencil icon.

• Add media: Attach an image or file by clicking Upload or dragging it into the box.
• Write your message: Type in the Text section. Use dynamic markers with the [-] button and add emojis with the sticker icon.
• Add buttons: In the Buttons section, include Quick Reply or Call-to-Action buttons.

1. Click Save when done.

To edit a template:

• Go back to General templates, click the template name, make your changes, and click Save.

To delete a template:

• In General templates, select the checkbox next to the template and click Delete.

You can use chat templates in several ways during a conversation:

Start typing a word from the template’s name. Kommo will suggest matching templates automatically.

Click the lightning icon to see all templates. Select the one you want, review the text, and send.

Type / (slash) to open the full template list. Pick your template, check the text, and send.

Here’s how the message template will appear once you select it to use in a chat.

Once you select a template, it appears in the input box and the button changes to Send template.

If you edit the text, the button switches back to Send, sending a regular message instead of the template.

To send a template automatically with a Salesbot:

1. Open the Salesbot visual editor and create a new bot or edit an existing one.
2. Add a Message step.

1. Click Template and choose your template.

1. Save the bot and set a trigger condition.

Learn more: How to create a Salesbot | How to set up Salesbot triggers

To broadcast a template:

1. Open the Broadcast editing modal.
2. In Content, create a new template or select an existing one.

1. Set recipients, channel, and launch time. Click Send now.

If you need more help with setup or troubleshooting, feel free to reach out to our support chat or contact us via WhatsApp. You can also hire a Kommo partner to do all the hard work for you.

Not a user yet? Sign up for our 14-day free trial or book a free live demo.