Can my customers message the bot directly and reach the assistant?

Not yet. The bot today is a staff alert and reply surface for your team; it is not published as an open customer inbox.

Where do I get the bot token?

From Telegram's own BotFather, using /newbot. The platform never issues or stores a copy anywhere but Connections.

What is the webhook secret for?

It is checked on every incoming update from Telegram, so a request that does not carry it is rejected before your workspace ever sees it.

Can more than one teammate link an account?

Yes. Each teammate links their own Telegram account separately, and each can unlink independently without affecting anyone else's alerts.

Does replying from Telegram change what the customer sees?

No. The customer's conversation stays on the channel they used; your reply simply lands in the same thread, the way any teammate reply does from the Inbox.

指南

Connect Telegram for team alerts

Create a bot, give the platform its token and webhook secret, link your own account, and get hand-off alerts you can reply to from Telegram.

简体中文

本页内容

Busymate AI uses Telegram today for your team, not your customers: a teammate links their own account once, then gets an alert wherever a conversation needs a person, and can reply from Telegram or from the Inbox. A customer-facing Telegram inbox is not open yet.

1. Create a bot

Open Telegram, message @BotFather, and run /newbot. Choose a name and a username, and BotFather hands back a bot token — a long string that authenticates as your bot. Keep it private; anyone holding it can send messages as your bot.

2. Give the platform its credentials

In Console → Connections, paste the bot token and set a webhook secret — a second string only you and the platform know, checked on every incoming update so a forged request is rejected before it reaches your workspace. Neither value is shown again once saved; rotate the token with BotFather and update it here if it ever leaks.

3. Link your account

Each teammate links their own account from their profile: request a one-time code, then send it to your bot from the Telegram account they want alerts on. The link is personal — one Telegram account per teammate, no shared login — and can be removed from the same page at any time.

4. What a linked teammate gets

Once linked, a teammate receives a message the moment a conversation is marked for hand-off, with enough of the thread to decide whether to step in. They can reply from Telegram — it lands in the same conversation the customer sees on their own channel — or open the Inbox instead. Nothing about the customer's channel changes: a customer on the web chat still sees a web chat; Telegram is where your team is told, not where the customer wrote from.

5. Turning it off

Remove the bot token from Connections to stop new alerts workspace-wide, or ask a teammate to unlink their own account to stop just their alerts. Both take effect immediately; conversation history is unaffected either way.

Verify

Confirm the bot token and webhook secret are both saved in Connections.
Link your own account with a one-time code and confirm the linked status shows in your profile.
Mark a test conversation for hand-off and confirm the alert arrives in Telegram within a few seconds.
Reply from Telegram and confirm the reply appears in the same conversation in the Inbox.
Unlink your account and confirm alerts stop.

问题

Can my customers message the bot directly and reach the assistant?: Not yet. The bot today is a staff alert and reply surface for your team; it is not published as an open customer inbox.
Where do I get the bot token?: From Telegram's own BotFather, using /newbot. The platform never issues or stores a copy anywhere but Connections.
What is the webhook secret for?: It is checked on every incoming update from Telegram, so a request that does not carry it is rejected before your workspace ever sees it.
Can more than one teammate link an account?: Yes. Each teammate links their own Telegram account separately, and each can unlink independently without affecting anyone else's alerts.
Does replying from Telegram change what the customer sees?: No. The customer's conversation stays on the channel they used; your reply simply lands in the same thread, the way any teammate reply does from the Inbox.

2. Give the platform its credentials

4. What a linked teammate gets

Verify

Confirm the bot token and webhook secret are both saved in Connections.

Link your own account with a one-time code and confirm the linked status shows in your profile.

Mark a test conversation for hand-off and confirm the alert arrives in Telegram within a few seconds.

Reply from Telegram and confirm the reply appears in the same conversation in the Inbox.

Unlink your account and confirm alerts stop.

问题

Can my customers message the bot directly and reach the assistant?: Not yet. The bot today is a staff alert and reply surface for your team; it is not published as an open customer inbox.
Where do I get the bot token?: From Telegram's own BotFather, using /newbot. The platform never issues or stores a copy anywhere but Connections.
What is the webhook secret for?: It is checked on every incoming update from Telegram, so a request that does not carry it is rejected before your workspace ever sees it.
Can more than one teammate link an account?: Yes. Each teammate links their own Telegram account separately, and each can unlink independently without affecting anyone else's alerts.
Does replying from Telegram change what the customer sees?: No. The customer's conversation stays on the channel they used; your reply simply lands in the same thread, the way any teammate reply does from the Inbox.