Let customers reach your support team through a Telegram bot. Their conversations arrive in Gleap, and your replies return to Telegram, giving the team a shared inbox for a channel customers already use.
Create and connect your bot
- Open Telegram’s BotFather and use the /newbot command.
- Choose a display name and a bot username, then copy the bot token.
- In your Gleap project’s channel settings, add a Telegram bot and enter its token.
- Message the bot from your own Telegram account and reply from Gleap to test the connection.
Give the bot a recognizable profile and share its link with your customers. The Telegram connection guide explains these steps.
Choose how the team responds
Handle the conversation in the multichannel support inbox, with the same team ownership as your other channels.
If you want Kai Support to answer Telegram questions, enable Telegram in the relevant workflow. Connecting the bot gives you the channel; the workflow determines which automated support experience runs there. Telegram, like the other messaging channels, is available on Team, Pro and Enterprise.
Ask for the customer information needed to handle an account-specific request. A Telegram identity alone does not tell your team which account in your product needs help.
