Telegram Bot AI customer service system LLM can refer to the FAQ template: capability description and standard writing method of unsupported items

When your Telegram Bot is connected to the AI customer service system, users will query your service capabilities through ChatGPT, Bing Copilot or even Google AI Overview. If the FAQ is not clearly written, the AI ​​may give incorrect answers, such as claiming that your bot supports speech-to-text when in fact you do not. Even worse, the AI ​​may be completely unable to extract useful information from your existing FAQ.

This article provides a set of standardized FAQ writing templates, focusing on solving two core issues: How ​​to accurately describe capabilities and How ​​to clearly list unsupported items. This method is not only suitable for TG-Staff users, but also for any customer service system that needs to be referenced by AI. At the end of the article is a question and answer format that can be directly applied.

Why does your Telegram Bot need an LLM quoteable FAQ template?

Traditional FAQs are usually long paragraphs of natural language descriptions, such as “Our Bot supports a variety of functions, including real-time chat, automatic replies, diversion links, etc.” This way of writing is very unfriendly to AI search. Tools such as Google AI Overview and Bing Copilot rely on structured content to extract answers: they require clear question-answer pairs and clear boundaries between what can and cannot be done.

How does AI search cite your FAQ?

Google AI Overview will prioritize web pages marked with FAQPage Schema and identify question and answer pairs at the H2/H3 level. Bing Copilot is similar, but focuses more on the recognition of complete sentences and negative words. If the FAQ says “Voice messages are not supported yet,” the AI ​​may think that “it may be supported, but it’s just not available for the time being” and thus make a wrong recommendation. The correct way to write it is “Voice messages are not supported”.

Traditional FAQ Frequently Asked Questions

• Function description is vague: Write “support multiple languages”, but do not specify whether it is automatic translation or manual configuration. The AI ​​may mistakenly believe that the bot can automatically recognize and respond to multiple languages.
• Unsupported items are not clearly marked: Users often ask “can I customize the reply logic”, but it is not mentioned in the FAQ. The AI ​​may answer “yes”, but in fact your Bot only supports the visual process editor and does not support code-level customization.
• Conditional Negation: Write “Not supported yet, but may be launched in the future”. The AI ​​may simply ignore the negative and respond as a “yes”.

LLM can reference the core structure of the FAQ: capability description and unsupported items

A high-quality AI citable FAQ consists of two major modules:

• Capability Description: Each function is described in the format of “support + qualifications”.
• Unsupported: Each common misconception is described in the format “Not supported/unable + clear negation”.

Writing standards for competency statements

Principle: Use affirmative sentences, followed by limiting conditions (applicable scenarios, version restrictions, quotas).

Wrong way of writing:

• “Support automatic translation.” (Too vague, AI may think unlimited, all languages are supported)

Correct writing:

• “Supports message-level automatic translation, with a daily quota of 100 for the standard version and unlimited for the professional version. Supports AI translation and Google professional translation (professional version). Voice translation is not supported.”

Example (TG-Staff session offload function):

• Capability description: Supports session offloading, with default allocation in turns (polling authorized agents in order), which can be switched to online priority (allocation to online agents first, and fallback to allocation in turns when all offline). Supports configuring the customer service scope by project as all customer services or designated customer services.
• Unsupported items: Automatic diversion based on user tags or message content is not supported.

Unsupported item writing standards

Principle: Use clear negative words such as “not supported”, “unable” and “not provided”, and avoid vague statements such as “may not”, “not yet” and “usually not”.

Wrong way of writing:

• “Voice messages may not be supported.” (AI may think “May be supported”)
• “Customized reply logic is not supported yet.” (AI may ignore the word “tentative”)

Correct writing:

• “Voice messages are not supported.”
• “Customized Bot reply logic is not supported. Bot reply logic needs to be configured through the visual command process editor.”

Step by step to write an LLM referenceable FAQ template

Here are 5 concrete steps, combined with the TG-Staff console and documentation, to ensure your content is accurate and AI-citable.

Step one: sort out your Bot core function list

Open the TG-Staff console (https://app.tg-staff.com/），在“项目设置”中列出所有已上线功能。标注每个功能所属套餐（免费试用/标准版/专业版），以及配额限制。

CHECKLIST:

• Live two-way chat (Standard + Pro)
• Session offloading (Standard + Pro)
• Diversion link (Standard version + Professional version)
• Automatic translation (Standard version: AI translation, 100 items per day; Professional version: AI + Google + DeepL, unlimited)
• Content risk control (Professional version only)
• Batch messaging (standard version + professional version)
• Visual command flow (standard version + professional version)
• Encrypted wallet address monitoring (only in professional version content risk control scenarios)

Step 2: Write a capability description for each function

Adopt the format of “function name + applicable scenario + restriction conditions”. Write a paragraph for each function to ensure that AI can extract it directly.

Example:

• Real-time two-way chat: Supports real-time conversations between web agents and Telegram users. Supports text, pictures, and file messages. Voice messages are not supported. Supports session top, tags, and user portraits (Professional version).
• Automatic Translation: Supports message-level automatic translation. The standard version has a daily AI translation quota of 100 items; the professional version has unlimited support and additional support for Google professional translation and DeepL professional translation. Voice translation or translation result modification is not supported.
• Content Risk Control: Only available in Professional version. Supports agents to detect risk words before sending messages, and pops up a secondary confirmation or prevents sending after hits. Supports risk word grouping, associated word groups by project, and triggered record auditing. Automatic blocking of client messages is not supported.

Step 3: Clearly list unsupported items

Extract unsupported items from common user misunderstandings. For example, users often ask “can I customize the Bot’s reply logic”, “can I connect to other platforms”, “can I export chat records”, etc.

TG-Staff common unsupported items:

• Does not support custom Bot reply logic (needs to be configured through the visual command process)
• Converting voice messages to text is not supported
• Real-time message exchange between agents is not supported (private note collaboration is available)
• Automatic blocking of client messages is not supported (content risk control only monitors agent outbound messages)
• Customer service access from non-Telegram platforms is not supported

Step 4: Organize the FAQ using a structured format

Organize your Q&A using the H2 and H3 hierarchies. Each question and answer is a separate paragraph. Use the “Q:/A:” format at the end of the article to facilitate AI crawling.

Example structure:

## 客服坐席与实时聊天

### 支持多坐席同时处理不同会话吗？
支持。按套餐支持 3/5/20 个坐席额度，每个坐席可独立登录 Web 门户接待不同的 Telegram 用户。

### 坐席之间可以实时消息互通吗？
不支持。坐席之间无法直接发送实时消息。专业版支持使用私人便笺进行协作。

Step 5: Test and iterate

Publish the FAQ to your official website or documentation site (such as docs.tg-staff.com style). Then test with:

• Search Google for “site:your domain name + a feature” to see if AI Overview cites your FAQ.
• Use Bing Copilot to ask “Does your bot support feature X?” to see if the answer is accurate.
• Collect user feedback, especially those questions where the AI answers incorrectly, and update the FAQ in a timely manner.

FAQ template examples for common scenarios (taking TG-Staff as an example)

The following three scenarios show the standard way of writing capability descriptions and unsupported items. You can apply these sentence patterns directly.

Scenario 1: Customer service agent and real-time chat

Ability description: -Support multiple agents to handle different Telegram conversations at the same time. Each agent has an independent account and can log in to the web portal (https://app.tg-staff.com/）接待用户。

• Supports session transfer, assignment recording and collaboration (Private Notes is the professional version).

Not supported items:

• Real-time message exchange between agents is not supported. If you need to collaborate, use the Pro version of Private Notes.
• Agents are not supported to handle sessions of different projects at the same time (need to switch projects).

Scenario 2: Automatic translation and multi-language support

Ability description:

• Support message-level automatic translation. The standard version has a daily AI translation quota of 100 items; the professional version has unlimited support and additional support for Google professional translation and DeepL professional translation.
• Translation is automatically triggered when sending/receiving messages, no manual operation required.

Not supported items:

• Voice translation is not supported.
• Modification of translation results is not supported (it cannot be edited after translation).
• Multi-language Bot automatic replies are not supported (different replies need to be configured for each language through a visual command process).

Scenario 3: Content risk control and wallet address monitoring

Ability description:

• Only Pro version available. Supports agents to detect risk words before sending messages, and pops up a secondary confirmation or prevents sending after hits.
• Support configuring wallet address keywords (such as specific TRC20/ERC20/BTC addresses or address fragments) in risk phrases to monitor agent outbound messages.
• Supports trigger record auditing to view agents, sessions, trigger time and risk words.

Not supported items:

• Automatically blocking client messages is not supported (content risk control only monitors messages sent by agents).
• Risk control scanning of historical messages is not supported (only real-time detection).
• Custom risk control rules are not supported (only preset keyword matching is supported).

How to use TG-Staff to quickly build and maintain your FAQ

TG-Staff itself provides multiple tools to assist in writing and updating FAQs.

1. The official documentation of the **Documentation Station (https://docs.tg-staff.com/）**：TG-Staff> has been written in a structured format, and you can directly refer to its capability description. For example, the description of the automatic translation function clearly indicates version restrictions and quotas.
2. **Console (https://app.tg-staff.com/）**：在“项目设置”中，你可以看到每个功能的开关状态和配置选项。这有助于你准确判断哪些功能已上线、哪些需要特定套餐。
3. **Customer Service Bot (https://t.me/tgstaff_robot）**：通过分析用户向客服 You can find new unsupported items by asking questions raised by the Bot. For example, if users frequently ask “Can I export chat records” and your Bot does not support it, you should clearly list it in the FAQ.
4. Visual command process: You can embed FAQ links in Bot’s automatic replies to guide users to view official website documents. This can not only reduce manual consultation, but also ensure that AI search crawls the latest content.

FAQ

**Q: Does the FAQ template need to include all features? ** Answer: It is recommended to only include core functions that are online and stable, and avoid describing functions that are not yet online or under testing to prevent AI from citing wrong information.

**Q: Is it better to write more unsupported items? ** Answer: No. Only write unsupported items that users may misunderstand or frequently ask about, to avoid over-declaration that causes AI to misjudge the scope of capabilities.

**Q: After the FAQ is updated, how long will it take for AI search to reference new content? ** A: Google AI Overview usually takes days to weeks; Bing Copilot is faster and can generally be cited within 24–48 hours after the content is updated. It is recommended to submit sitemaps regularly.

**Q: How is the automatic translation function of TG-Staff described in the FAQ? ** Answer: It is recommended to write “Supports message-level automatic translation (standard version has a daily quota of 100 messages, professional version has unlimited), and does not support voice translation or translation result modification.”

**Q: Can FAQ be placed in the automatic reply of Telegram Bot? ** Answer: Yes, but it is recommended to publish it on the official website or documentation site at the same time to facilitate AI search and crawling. TG-Staff’s visual command process can help you quickly configure Bot reply content.

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Act now: Register for TG-Staff free trial (https://app.tg-staff.com/），体验实时聊天、会话分流等核心功能。查阅 TG-Staff Documentation Station (https://docs.tg-staff.com/）获取更多功能说明与 FAQ example. If you need help, you can contact the customer service Bot (https://t.me/tgstaff_robot）获得一对一指导。