Telegram

A Telegram inbox connects your Telegram bot to EngageOne, so customers can message your business on Telegram and your team answers from one place.

How it works

You create a bot with Telegram's BotFather and get its bot token.
You add the token to a Telegram inbox in EngageOne. EngageOne registers the bot's webhook with Telegram for you.
A customer opens your bot and sends a message. A conversation opens with the customer's name, username and profile photo.
Agents reply in EngageOne, and the bot delivers the reply in Telegram.

In Telegram, open @BotFather and send /newbot.
Give the bot a display name and a username that ends in bot.
Copy the bot token BotFather gives you.
In EngageOne, go to Settings → Inboxes → Add Inbox → Telegram.
Paste the token into Bot Token and select Create Telegram Channel.
Pick the agents for this inbox and select Add agents.
Scan the QR code on the last screen, or open your bot in Telegram. Press Start and send a test message.
Reply from EngageOne and check that the reply arrives in Telegram.

Important: Keep the bot token private. Anyone with the token can control your bot.

Feature	Supported	Notes
Text messages	Yes	Both ways
Text formatting in replies	Yes	Bold, italic, links, code and more
Photos, videos and files	Yes	Both ways
Voice notes and audio	Yes
Stickers	Incoming only	Shown as an image
Location and contact cards	Incoming only
Replies to a specific message	Yes	The quoted message stays linked
Edited messages	Yes	The text updates when the customer edits it
Bot buttons	Yes	Options are shown as buttons. The customer's tap comes back as a message
Group chats and channels	No	Only private one-to-one chats are handled

The customer must message your bot first. A bot can't start a chat with someone who never wrote to it.
There's no reply window. You can reply at any time.
Telegram doesn't share a customer's phone number unless they send a contact card.
One bot token can be connected to only one inbox.
A bot can have only one webhook. If another tool uses the same token, one of them stops receiving messages.

Problem	Likely cause	Fix
The token is rejected when you create the inbox	The token is wrong, incomplete or revoked	Copy it again from `@BotFather`, or create a new one with `/token`
Messages stopped arriving	Another tool set its own webhook on the same token	Stop the other tool, then ask your EngageOne administrator to reconnect the bot
Group messages don't arrive	Group chats aren't supported	Ask the customer to message the bot directly
A reply shows as failed	Telegram rejected it, for example because the customer blocked the bot	Read the error on the message