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How to set up a Telegram channel?

In this article, you will learn about the following information:

 

How to set up a Telegram channel?

 

Go to Settings → Inboxes → Add Inbox.

 

 

Click on Telegram.

 

 

Create a new Telegram bot using BotFather.

Enter the API token of your Telegram bot and click Create Telegram Channel.

 

 

Add agents to your Telegram channel.

 

 

You have successfully created a Telegram inbox. Now, when a client sends a message, you will be able to see it and respond through BrandWizard. To go to the conversation of the created channel, click Take me there.

 

 

Go to the Inboxes page and make sure that the channel name corresponds to the username of the bot created through BotFather.

 

 

Send a message to the Telegram bot. Check the incoming message in BrandWizard in the Telegram section.

 

 

 

Frequently Asked Questions

 

Does BrandWizard support Telegram Business Bot accounts?

Yes, BrandWizard supports bots in Business mode.

How to activate Business bots?

  • In @BotFather, run the /business_mode command, select your bot, and confirm.
  • Create a new inbox in BrandWizard (Settings → Inboxes → Add Inbox → Telegram) and insert the same bot token.
  • BrandWizard will automatically detect the Business mode and register the correct webhook.
  • For better results, it is recommended to have a separate inbox for this business bot, separate from any other standard bots you already use.

Known issues with Business bots

  • Telegram allows responses only within 24 hours of the client's last message (responses from the bot and BrandWizard).
  • If a user previously interacted with the same bot outside Business mode, responses may appear as outgoing from a regular bot, not a business account; to avoid this confusion, it is recommended to create a separate business bot and inbox.
  • The Telegram Business API is less functional compared to the regular Bot API (for example, missing typing indicators, limited message types). Plan your work considering these limitations.

 

 

Additional channel settings

 

The created Telegram channel should appear in the list under the Inboxes section. To view or modify additional settings, go to Settings → Inboxes, then click on the gear icon next to the Telegram channel.

 

 

You will see the following page:

 

 

 

"Settings" section

 

  • Channel Avatar: Add an image for the inbox.
  • Inbox Name: Change the inbox name if necessary.
  • Enable channel greeting: After a client sends the first message, you can set up an automatic response. Select Enabled.
  • Channel Welcome Message: This field will appear if you enable the channel greeting. Write the message that the client will see after sending their first message, for example, "BrandWizard usually responds within a few minutes."

After making changes to the settings, click Update.

 

 

 

"Collaborators" section

 

Click on the Collaborators tab. Here, you can add or remove agents to the channel. You can also enable or disable automatic assignment of new conversations to agents added to this inbox. If needed, limit the maximum number of conversations from this inbox that can be automatically assigned to an agent. Click Update to save changes.

 

 

 

"Business hours" section

 

Go to the Business Hours tab. In this section, you can set your team's working mode related to the Telegram channel. To activate working hours, check the box Enable business availability for this inbox.

  • Once the checkbox is selected, you will be able to write a message for clients that will be displayed outside working hours.
  • You can also set working hours for each day of the week, considering the selected time zone.

After changing the settings, click the Update business hours settings button.

 

 

 

"CSAT" section

 

Enable CSAT. After this, your customer satisfaction survey will be automatically sent at the end of each conversation. CSAT results can later be viewed in the Reports section.