Telegram

Learn how to connect and configure a Telegram Bot or Telegram Business Bot in Chatwik.

You can manage your Telegram customer support conversations directly from Chatwik. Chatwik supports both standard Telegram Bots and Telegram Business Mode Bots.

Prerequisites

Before connecting your Telegram channel to Chatwik, make sure you have:

A Telegram Account.
A Telegram Bot API Token generated using @BotFather.
A Chatwik workspace with the Telegram feature enabled.

How to Create a Telegram Inbox in Chatwik?

Follow the step-by-step process below to connect your Telegram bot to Chatwik:

Create a Bot with BotFather

Open Telegram and search for @BotFather.
Send /newbot and follow the prompts to specify a name and username for your bot.
Copy the generated HTTP API Token provided by BotFather.

Go to Inbox Settings in Chatwik

Navigate to Settings → Inboxes → click Add Inbox.

Select Telegram

Choose Telegram from the list of available channel options.

Enter API Token

Paste your Telegram Bot API token into the Telegram Bot Token field and click Create Telegram Channel.

Add Agents

Assign team members to your Telegram inbox so they can view and reply to incoming messages.

After completing setup, open your Telegram bot on Telegram and send a test message. Verify that the message instantly creates a conversation in your Chatwik Telegram inbox.

Telegram Business Bots

Chatwik supports Telegram Business Mode Bots, allowing you to manage direct customer messages sent to your personal or business Telegram account directly inside Chatwik.

How to Enable Business Mode:

Configure Business Mode in BotFather

Open @BotFather in Telegram.
Send the /business_mode command.
Select your bot from the list and confirm enabling business mode.

Create Business Inbox in Chatwik

Go to Settings → Inboxes → Add Inbox → select Telegram.
Paste your Business Bot API token.
Chatwik will automatically detect Business Mode and register the appropriate webhook endpoint.

Best Practice

Keep your Business Mode bot in its own dedicated Chatwik inbox, separate from any standard bots you already use, to avoid mixing customer conversation channels.

Known Limitations of Telegram Business Bots:

24-Hour Reply Window: Telegram only allows the bot (and Chatwik) to reply within 24 hours of the customer's last incoming message.
Pre-existing Chat History: If a customer previously chatted with the same bot outside of Business Mode, replies may appear to originate from the bot rather than the Business account. Creating a dedicated bot for Business Mode prevents this.
API Feature Set: The Telegram Business API currently offers a subset of features compared to the standard Bot API (e.g., no typing indicators, limited message types).

Additional Inbox Settings

To customize your Telegram channel settings, go to Settings → Inboxes and click the gear icon next to your Telegram inbox.

General Settings

Enable Channel Greeting: Sends an automated welcoming message when a customer sends their first message to your bot.
Enable CSAT: Automatically prompts customers with a Customer Satisfaction survey when a conversation is resolved.
Reauthorize Token: Update your Telegram Bot API token if it is ever revoked or regenerated in BotFather.