Glossary of Response Template Variables
Response template variables are placeholders or dynamic fields you insert into canned replies, macros, or predefined messages within a Telegram CRM for support teams. When an agent sends a template, the system replaces each variable with real-time data from the ticket, the customer’s profile, or the conversation thread. Understanding these variables is essential for building efficient, personalized responses without manual typing.
Agent Name
A variable that pulls the first name, full name, or username of the support agent currently handling the ticket. It ensures the reply feels personal and shows the customer who is assisting them. In a Telegram Topic Group, where multiple agents may respond across threads, this variable helps maintain accountability and a human touch.Ticket ID
A unique identifier assigned to each support ticket or case. When inserted into a response, it allows both the customer and the agent to reference the specific issue in future messages. Ticket IDs are especially useful when a conversation spans multiple threads or when integrating with an external knowledge base.Customer First Name
Retrieves the first name of the customer from their Telegram profile or the contact record linked to the ticket. Using this variable makes greetings and acknowledgments feel more natural, reducing the robotic tone of a purely automated reply.Customer Username
Pulls the Telegram username (@username) of the customer. This is helpful when you need to mention the customer directly in a group chat or when the support flow requires tagging them in a specific topic thread.Ticket Status
Displays the current status of the ticket, such as “Open,” “In Progress,” “Waiting on Customer,” or “Resolved.” Including this variable in a response can clarify the state of the issue for the customer, especially when a ticket has been escalated or is pending additional information.First Response Time (FRT)
A calculated variable that shows how long it took for the first agent to reply after the ticket was created. While you cannot guarantee a specific SLA through a template, referencing the first response time in a reply can demonstrate transparency and set expectations for follow-ups.Resolution Time
Indicates the total time elapsed from ticket creation to closure. This variable is often used in closing messages to summarize the support experience. It helps customers understand the effort involved and can be a useful metric for internal reporting when combined with queue management data.Agent Assignment
Displays the name or identifier of the agent to whom the ticket is currently assigned. In teams with multiple support tiers, this variable confirms who is responsible for the case. It is particularly valuable when an escalation policy routes a ticket to a senior agent.Escalation Level
Shows the current escalation tier (e.g., Level 1, Level 2, or Level 3). When a ticket moves through an escalation policy, this variable helps the customer know that their issue has been prioritized and is being handled by a more specialized team member.Topic Name
In a Telegram Topic Group, each ticket might reside in a dedicated thread or topic. This variable pulls the name of that topic (for example, “Order #12345” or “Billing Inquiry”). Using it in responses keeps the conversation context clear, especially when agents manage multiple threads simultaneously.Conversation Thread Link
Generates a direct link to the specific message thread within the Telegram group. This variable is handy for internal notes or when an agent needs to share the exact location of a conversation with a colleague. It avoids confusion in busy topic groups.Bot Intake Form Data
References information submitted through a Telegram bot intake form. Variables like `{bot_form.order_id}` or `{bot_form.issue_category}` pull specific fields from the initial form the customer filled out. This saves agents from asking repetitive questions and speeds up first response time.Knowledge Base Article Title
Inserts the title of a relevant article from your integrated knowledge base. When a response template suggests a solution, this variable can link to the exact help center page. It encourages self-service and reduces the need for lengthy explanations.Knowledge Base Article URL
A dynamic link to the full article in your external knowledge base. Using this variable alongside the article title gives the customer a direct path to more details. It works well in templates that offer troubleshooting steps or policy explanations.Canned Response Category
Displays the category or folder name where the current response template is stored. This variable is primarily for agent reference, helping them quickly identify which type of reply they are sending (e.g., “Shipping Inquiry,” “Refund Policy,” or “Technical Support”).Webhook Payload
A variable that captures data sent from an external system via a webhook integration. For example, if your CRM receives order status updates from an e-commerce platform, the `{webhook.status}` variable can be inserted into a response to inform the customer of real-time changes.Queue Position
Indicates the customer’s place in the support queue. While not all Telegram CRM setups use a visible queue, this variable can be included in an automated acknowledgment message to manage expectations. It is more common in systems with queue management features.Agent Note
A private variable visible only to support agents. It allows team members to leave internal comments or reminders within a response template without exposing that information to the customer. This is useful for collaboration during handoffs or escalations.Ticket Priority
Shows the priority level assigned to the ticket (e.g., “Low,” “Medium,” “High,” “Critical”). Including this in internal-facing templates helps agents triage their workload. In customer-facing replies, it can signal the urgency the team is applying to the issue.Customer Language
Retrieves the language code (e.g., “en,” “ru,” “es”) from the customer’s profile or ticket metadata. This variable enables you to build multilingual response templates that automatically adapt the reply language, reducing the need for separate templates per language.Last Message Timestamp
Displays the date and time of the most recent message in the conversation thread. This variable is useful for follow-up templates, as it helps the agent reference how long ago the customer last replied. It can also trigger automated reminders based on inactivity.Template Version
Shows the version number of the response template itself. When you implement knowledge base versioning and history, this variable helps agents confirm they are using the most up-to-date reply. It prevents outdated information from being sent to customers.What to Check When Using Template Variables
- Variable syntax – Confirm the exact placeholder format your Telegram CRM uses (e.g., `{{customer_name}}` vs. `{customer_name}`). A mismatch will leave the variable unrendered.
- Data availability – Some variables only populate if the corresponding data exists. For instance, `{bot_form_data}` requires the customer to have submitted an intake form. Test templates with different ticket scenarios.
- Visibility scope – Distinguish between customer-facing and agent-only variables. Never include internal notes or escalation details in a public reply.
- Language and formatting – If your team supports multiple languages, ensure date and time variables respect locale settings. A timestamp formatted for one region may confuse customers elsewhere.
- Integration dependencies – Variables like `{webhook_payload}` depend on external systems sending data reliably. Verify your webhook integration is active and mapping fields correctly.
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