Telegram

Telegram keeps your team informed in its group and, if you choose, brings customers' messages into Inbox.

1. In Telegram, ask @BotFather for a new bot with your company's name, and copy its token.
2. Open Admin → Apps, find Telegram and press Settings. Paste the token into Bot token and press Connect.
3. Add the bot to your team's group and send, in that group, the message the page shows. It carries a code that works for 15 minutes.
4. Press Send a test message. The pill reads Working once the group is linked.

• Post task updates to the team group switches the group's notices on and off.
• Receive customer messages in Inbox makes the bot a channel for customers; Customer chat link is the address to give them.
• Disconnect stops the bot here and removes the group's link and everyone's personal links.

Telegram works two ways: a bot customers write to, whose chats are in Inbox → Telegram, and a bot that keeps your team informed in its group. One bot may do both.

A bot for customers

1. In Telegram, ask @BotFather for a new bot with your company's name and picture, and copy its token.
2. Turn on Business Mode for the bot in @BotFather (Bot Settings → Business Mode), if your people are to connect their own Telegram accounts.
3. Open Admin → Messaging → Telegram, paste the token into Bot token under Customer chats, and press Save changes.
4. Press Test the customer bot. The answer names the bot and the link customers write to.
5. Put Link for customers on your website, in your brochure and under your emails. A customer who opens it and presses Start is a new chat in Inbox → Telegram.

• Greeting is what the bot answers to /start. Left empty, the desk answers in its own words, with your company's name.
• Autopilot answers Telegram chats decides whether Autopilot replies; a person can always take the chat.
• The bot answers at any time once the customer has written. It never writes first.
• Personal accounts: each person connects their own Telegram on Your account, through Telegram's Settings → Telegram Business → Chatbots. An admin can disconnect one here; in Telegram the bot stays connected until its owner removes it there.

A bot for the team's group

1. Add the bot to your team's group in Telegram.
2. Under Team group · bot, enter the Bot token and the Group chat ID. A group's ID starts with -100.
3. Press Save changes, then Test connection. The answer says whether the bot is in that group.
4. Choose what is posted under Notifications: calls, letters, outreach, the agent's follow-ups, ERP and tasks each have a switch, and each kind goes to its own topic in the group.

• For topics, the bot needs the right to manage topics in the group.
• Allow questions to the AI assistant lets the team ask the assistant from the group.
• Each person links their own chat with the bot on Your account, for their own notices.