Create and set up chat templates

Chat templates are pre-saved messages you can quickly use in any conversation. They’re perfect for common replies, greetings, or FAQs. You can add dynamic markers to automatically personalize messages with info from a lead, contact, or company card.

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.

1. You can also access Templates from:

a. Click the Chats tab → Gear icon → Chat Tools → Templates.

b. 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.

a. Add media: Attach an image or file by clicking Upload or dragging it into the box.

b. Write your message: Type in the Text section. Use dynamic markers with the [-] button and add emojis with the sticker icon.

c. 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.

1. 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.

1. In Content, create a new template or select an existing one.

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

Learn more: How to set up a broadcast | How to customize a broadcast

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.

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