Telegram Integration

Last updated: November 29, 2025

Telegram Integration

SimpleChat uses Telegram groups to deliver customer messages directly to your team. This guide explains how the integration works.

How It WorksMessage Flow
  1. Customer sends message via widget
  2. Message goes to SimpleChat backend
  3. Backend forwards to your Telegram group
  4. You reply in Telegram
  5. Reply appears in customer's widget
Why Telegram?
  • Instant notifications - Get messages on your phone
  • Team collaboration - Multiple agents in one group
  • Free & reliable - No additional cost
  • Works anywhere - Mobile, desktop, web
Initial Setup

Telegram is configured when you create your bot:

During Bot Creation
  1. Choose "Create Support Group"
  2. Follow the Telegram setup wizard
  3. Create group and add @SimpleChatSaasBot
  4. Copy the Group ID to SimpleChat
Group Requirements
  • Must be a group (not channel)
  • @SimpleChatSaasBot must be admin
  • Group ID must be saved in bot settings
Getting Your Group IDMethod 1: During Setup

The setup wizard guides you through:

  1. Create Telegram group
  2. Add @SimpleChatSaasBot as admin
  3. Type /start in the group
  4. Bot responds with Group ID
Method 2: Manual
  1. Add @RawDataBot to your group temporarily
  2. It shows the group ID in format: -100xxxxxxxxxx
  3. Remove @RawDataBot
  4. Copy the ID to SimpleChat
Responding to MessagesMessage Format in Telegram

When customers message you:

[SimpleChat] New message from John (john@email.com):
---
Hello, I need help with my order.
---
Reply to this message to respond.
How to Reply
  1. Reply to the message (important!)
  2. Type your response
  3. Send
  4. Customer sees it instantly in widget

Important: You must use Telegram's reply feature (swipe right on mobile, right-click on desktop) for the response to reach the customer.

Managing ConversationsMultiple Customers

Each customer gets their own thread. Reply to the specific message to respond to the right customer.

Team Collaboration
  • Add multiple team members to the group
  • Anyone can respond
  • All see the conversation history
User Information

Messages include:

  • Customer name (if provided)
  • Email (if provided)
  • Conversation ID
TroubleshootingMessages Not Arriving in Telegram

Check bot settings:

  • Verify Group ID is correct
  • Ensure bot is active (not paused)
  • Check Telegram group still exists

Check @SimpleChatSaasBot:

  • Must be admin in the group
  • Must have "Send Messages" permission
  • Try removing and re-adding
Replies Not Reaching Customers

Common issues:

  • Not using reply feature (just typing doesn't work)
  • Bot removed from group
  • Customer closed the widget

Solution:

  • Always use reply-to-message
  • Verify bot is still in group
  • Check customer is still connected
Group ID Issues

Symptoms:

  • Messages go nowhere
  • Error in dashboard

Fix:

  1. Verify group ID format: -100xxxxxxxxxx
  2. Re-obtain ID using /start command
  3. Update in Bot Studio > Advanced
Changing Telegram Group

To use a different group:

  1. Create new Telegram group
  2. Add @SimpleChatSaasBot as admin
  3. Get the new Group ID
  4. Go to Bot Studio > Advanced
  5. Update Telegram Group ID
  6. Save changes

Warning: This will disconnect ongoing conversations from the old group.

Best PracticesTeam Organization
  • Create dedicated support group
  • Don't mix with other business chats
  • Add only relevant team members
Response Time
  • Enable Telegram notifications
  • Set up notification sounds
  • Consider using Telegram desktop app
Multiple Bots
  • Each bot needs its own Telegram group
  • Use clear group names (e.g., "Support - Website A")
  • Consider separate groups for different products
Next Steps