Telegram bot integration

Connecting a Telegram bot to Deskwoot lets you manage all your Telegram conversations directly from your shared inbox. This means your support team can handle Telegram messages alongside other channels without switching between apps. Below, you'll find step-by-step instructions, tips, and answers to common questions.

Creating a Telegram Bot

Before connecting to Deskwoot, you need to create a bot in Telegram using BotFather:

1. Open Telegram and search for @BotFather.
2. Start a chat with BotFather and send the /newbot command.
3. Follow the prompts to choose a display name and a username for your bot. The username must end in bot (e.g., AcmeSupportBot).
4. Once complete, BotFather will respond with an API token. Copy this token. You'll need it in the next step.

Important: Keep your API token private. Anyone who has it can control your bot.

Connecting to Deskwoot

1. In Deskwoot, navigate to Settings > Inboxes > Add Inbox.
2. Select Telegram as the channel type.
3. Paste the bot API token you received from BotFather.
4. Click Create Telegram Inbox.

Your Telegram bot is now linked to Deskwoot. Any agents you assign to this inbox will be able to view and respond to incoming Telegram messages.

How It Works

When a Telegram user sends a message to your bot, it appears as a new conversation in Deskwoot. Your agents reply directly from the Deskwoot inbox, and the response is delivered back to the user through Telegram in real time. Conversations are threaded per contact, so your team always has full context.

Troubleshooting

• Messages not appearing in Deskwoot: Double-check that you pasted the correct API token. If you regenerated the token in BotFather after connecting, you'll need to update it in Deskwoot as well.
• Bot not responding: Make sure at least one agent is assigned to the Telegram inbox. Unassigned inboxes may not route conversations properly.
• "Token already in use" error: A Telegram bot token can only be connected to one webhook at a time. If the bot is linked to another service, disconnect it there first before adding it to Deskwoot.

Best Practices

• Give your bot a clear, brand-aligned name so customers recognize it immediately.
• Set a bot description and profile photo in BotFather using the /setdescription and /setuserpic commands to make the experience more professional.
• Use Deskwoot's labeling and assignment features to organize Telegram conversations alongside your other support channels.

FAQ

Can I connect more than one Telegram bot?

Yes. You can add multiple Telegram inboxes in Deskwoot, each linked to a different bot token. This is useful if you manage separate brands or product lines.

Will existing Telegram conversations appear in Deskwoot?

No. Only new messages sent to the bot after the integration is set up will appear in your Deskwoot inbox. Previous chat history in Telegram is not imported.

What message types are supported?

Text messages are fully supported. Attachments such as images and files sent by Telegram users will also appear in the conversation, allowing your agents to view and respond accordingly.