Telegram

Objective

Connect a Telegram bot so an AI agent answers your Telegram conversations. Telegram is the one social channel that needs no Meta App Review and no OAuth: you create a bot with @BotFather and paste its token. The webhook is registered for you automatically, and tokens are encrypted and never shown again.

Access

Sidebar -> Messaging -> Telegram Routes:

• /app/{tenant}/telegram (connect and manage bots)
• /app/{tenant}/telegram/conversations (Telegram conversations)

Roles

• owner, admin, agent

Availability and prerequisites

• Early access: the Telegram module is rolling out gradually, so some workspaces will not see it yet. (Unlike Instagram and Messenger, Telegram needs no Meta App Review.)
• Your plan must include Telegram; extra bot slots can be added with the Social Accounts Pack.
• At least one agent to assign.
• A verified email (an unverified workspace cannot connect a channel).

Connect a bot

1. In Telegram, open @BotFather, create a bot, and copy its token.
2. In the Telegram module, click Connect bot.
3. Fill in the modal (Connect Telegram bot):

The token is validated, the bot's @username is read from Telegram, and the webhook is registered automatically. If the webhook step fails, the bot is saved as unverified with "The bot was saved but the webhook could not be registered. Save again to retry." — just save again to retry.

Manage connected bots

Each connected bot appears as a card showing its @username (with the numeric Bot ID), an active/inactive toggle, and an inline agent/team picker. Expand the row to see the Accept attachments toggle and the Bot ID; the actions menu has Edit and Disconnect.

Status badges you may see: Solo / Team, Webhook pending, Needs reconnection, Linked agent inactive, and Paused by plan limit.

Notes:

• The Accept attachments policy is stored on the linked agent, so it is per-agent and stays disabled until an agent is assigned.
• Clearing the agent automatically deactivates the bot ("Select an agent to start replying.").

Edit and reconnect

• Edit opens the same modal titled "Edit Telegram bot". The bot token is optional here — leave it blank to keep the current token.
• If a token is revoked, the bot shows Needs reconnection with "The bot token was revoked or is no longer valid. Paste a new token to reconnect." Paste a fresh @BotFather token and click Reconnect.

Disconnect

Disconnect asks to confirm: "Disconnect {name}? Your agent will stop replying to its Telegram conversations. This cannot be undone." It removes the webhook and permanently deletes the connection.

Plan limits

• A usage line shows "N active bots of M" (or unlimited).
• Without the entitlement you see "Telegram is not in your plan" with a View plans link.
• Limits are enforced when you connect and when you activate a bot; hitting a limit opens an upgrade dialog. The Social Accounts Pack adds one bot slot per unit on top of your plan.

Conversations

Use View conversations (or the sidebar) to reach /app/{tenant}/telegram/conversations. Conversations show status (AI active / Human / Escalated), a "Needs attention" flag, and opted-out notices. The detail view supports human-in-the-loop Take over / Hand back to AI, a reply composer, and a Team-assisted badge when a team helped. These conversations also appear in the unified inbox at /app/{tenant}/conversations.

Good practices

• Assign the agent before activating the bot; an unassigned bot cannot go active.
• If replies stop, check for a Needs reconnection badge and paste a fresh token.
• Keep Accept attachments on if customers send photos or voice notes you want the agent to handle.