How to write a FAQ your Telegram bot can actually answer from

20 October 2026

Start from what people actually ask

Open your DMs and comments from the last two weeks and write down every question you answered more than twice. For most channels and shops that's 8 to 15 questions. Those are your FAQ. Don't write about things nobody asks.

Seven rules for answers a bot gets right

1. Write it as questions and answers. "Q:" and "A:" lines are easiest for the bot to match to what members ask.
2. One topic per question. Split "prices and delivery" into two questions.
3. Use real details. Prices with currency, exact links, @usernames, days and hours. Vague answers produce vague replies.
4. Write the answer the way you'd say it to a member, in full sentences.
5. Say what you don't do. "We don't ship outside the US" stops wrong guesses.
6. Always include how to reach a person, with an @username and your hours.
7. Keep it current. When a price changes, change the FAQ the same day.

Weak and strong, side by side

Template: selling ads in your channel

This is the same template you'll find in @HelpCenterBot under 📝 FAQ → 📋 Templates. Replace the [brackets] and delete what doesn't apply.

Q: How much is an ad post?
A: [price, e.g. 50 USDT for 24 hours at the top, then stays in the feed]

Q: Do you have pin or repost options?
A: [pin price and how long]

Q: What are your channel stats?
A: [subscribers, average views per post, main countries / languages]

Q: Which dates are free?
A: [how to check or book a date, e.g. send the date to @you]

Q: How do I pay?
A: [TON, USDT, Stars, card…, and when: before or after the post]

Q: What can't be advertised?
A: [your rules, e.g. no gambling, no scams, no adult content]

Q: Where do I send the ad text?
A: [@your_ads_contact]

Q: Do you give discounts?
A: [e.g. 10% off for 3 posts]

Template: shop and orders

Q: How much is [product]?
A: [price]

Q: How do I order?
A: [e.g. send the product name and your city to @you]

Q: How long does delivery take, and where do you deliver?
A: [cities / countries, days, delivery price]

Q: How do I pay?
A: [payment methods]

Q: Can I return or exchange?
A: [your return rules]

Q: Where can I see all products?
A: [channel or catalog link]

Q: How do I talk to a person?
A: [@you, working hours]

Already have a pinned post? Import it

You don't have to type anything if the information already exists. In @HelpCenterBot, open 📝 FAQ → 📨 Import and forward your pinned post, rules or price list, paste text, or send a .txt or .docx file. HelpCenter drafts the questions and answers. Check the prices, links and contacts, then save. A FAQ can hold up to 10,000 characters.

Let the FAQ grow by itself

No FAQ covers everything on day one. When the bot can't answer, the question comes to you in your bot's chat. Reply to it, and the member gets your answer. Then tap Add to FAQ: the bot asks itself the same question right away and shows you what members will get from now on. After a few weeks, most new questions are already covered.

Questions