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A Telegram bot for customer support, in your shared inbox

Spin up a Telegram bot for customer support in 60 seconds. Connect via BotFather, add the token to Deskwoot, and your team replies from the shared inbox.

Overview

Telegram is the dominant messaging app in CIS (Russia, Ukraine, Belarus, Kazakhstan), parts of MENA, and growing fast in Europe and Latin America. If you have customers there, a Telegram bot for customer support is non-negotiable.

Setup is the simplest of any channel: open BotFather in Telegram, run /newbot, copy the token, paste it into Deskwoot Settings → Inboxes → Telegram. Your bot is live in under 60 seconds. No app review, no business verification, no per-message fees.

Telegram charges nothing per message for bots, so a busy support bot costs you only your Deskwoot plan. Customers write to your bot like to any contact, and your agents answer from the same inbox as email and live chat.

Files: agents send photos, videos, audio files and documents of up to 50 MB each straight from the conversation, for example an invoice, a manual or a short video.

Session Timeout keeps conversations tidy: set how many hours of silence end a conversation, and the next message from that customer starts a new one. Fynn can answer on Telegram too and hands over to your team with a summary when a person is needed. Voice messages and audio files are turned into text automatically, so Fynn answers those as well.

What you get with Telegram support

  • Your own bot

    Create the bot in BotFather, paste the token, and customers reach your team at your bot's @name.

  • Files up to 50 MB

    Send photos, videos, audio files and documents of up to 50 MB each from the conversation.

  • Session Timeout

    Choose after how many hours of silence a new message starts a new conversation.

  • AI replies via Fynn

    Fynn answers the routine Telegram questions on its own and hands the rest to your team.

Getting started

Connect Telegram in 3 steps.

  1. Open BotFather in Telegram and create a new bot.
  2. Copy the token and paste it into Deskwoot Settings → Inboxes → Telegram.
  3. Done. Your bot is live.

Frequently asked questions

The short answers are here. For anything else, ask Fynn below.

How do I set up a Telegram bot for customer support?

Open BotFather in Telegram, run /newbot, choose a name and username, copy the API token, paste it into Deskwoot Settings → Inboxes → Telegram. Your bot accepts customer messages within 60 seconds. No coding, no Dialogflow, no extra services.

Is Telegram messaging free for businesses?

Yes. Telegram does not charge for bot messaging. You only pay for your Deskwoot plan. That is an advantage over the WhatsApp Business Platform, where Meta charges for template messages.

Can the Telegram bot handle group chats?

Yes. Add your bot to the group as an admin, and every message lands in the group's conversation in your inbox with the member's name. Agents reply to a specific message, and Fynn answers when someone mentions or replies to it.

Can I have multiple Telegram bots in one Deskwoot account?

Yes. Each bot connects to a separate Deskwoot inbox. Useful if you run multiple brands or want to separate B2B from B2C Telegram traffic.

How is Telegram different from WhatsApp for customer support?

Telegram is free per message and needs no Meta business account, only a bot. WhatsApp reaches more customers in LATAM, India and MENA, but Meta charges for template messages and you connect through a Meta business account. Many ecommerce teams offer both.

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