Telegram bridge

#Connect a bot

1. Create a bot with BotFather

   In Telegram, create a new bot with @BotFather and copy the token it gives you.

2. Enter the token in the console

   In the admin console, on Telegram & routing, paste the token in the Telegram bot section and click Connect bot (requires telegram:manage). The token is verified with Telegram, sealed for the bridge service and never shown again.

On the same page you can rotate the token (a new token for the same bot), disable the bot and see the bridge health (last contact with Telegram, pending and failed deliveries, number of linked agents). A bot can be connected to one tenant only.

#Link your agents

Each agent links their own Telegram account:

1. Agent console → Profile → Link Telegram

   The console creates a one-time link valid for 15 minutes and shows an Open Telegram button.

2. Press Start in the bot

   The link opens the bot chat; pressing Start completes the link and the profile page shows the linked account.

An agent can link one Telegram account per bot. The link can be removed from the profile page, with /unlink in the bot, or by an administrator from the Linked agents list.

#Offers and replies

When a conversation is waiting for an agent and the agent is eligible, an offer card arrives in Telegram: website, verified player id, language, waiting time, the AI’s hand-off summary and the last 10 messages. The card has ✅ Kabul et (accept) and ❌ Reddet (decline) buttons, plus 🖥 Panelde aç (open in console) when the agent console has a public address. An offer not accepted in time moves to the next eligible agent.

An agent receives offers when all of these hold:

• their status is online;
• the agent console is open (active in the last 90 seconds) or Telegram is linked;
• within their working hours (if they turned that option on in their profile);
• below their concurrent chat limit;
• they have the reply permission (conversations:reply).

A message you write goes to a conversation in this order:

1. if you reply to a message in Telegram, to that message’s conversation;
2. otherwise to the active conversation shown in the pinned ✍️ message;
3. with no active conversation and one open conversation, to that one; with several, the bot asks.

Agents can send PNG, JPEG, GIF, WebP and PDF files (up to 10 MB); files sent by visitors are forwarded to Telegram.

#Commands

#Staff groups (topics)

Instead of private chats you can also work conversations in a shared Telegram group. Every conversation that needs a human gets its own topic in the group: context and a 🙋 Üstlen (take) button, then every message.

1. Prepare the group

   Create a Telegram group for the team and turn on Topics in its settings.

2. Make the bot an administrator

   Add the bot to the group as an administrator with the Manage topics permission.

3. Link the group

   In the console, use Link a staff group, choose which conversations it serves (a department or the default group), then open the generated link or send the shown command in the group. The link works once and is valid for 30 minutes.

Whatever the person who took the topic writes goes to the visitor; what other linked agents write becomes an internal note; messages from members who have not linked their account are ignored. Inside a topic you can use /take, /release, /close, /summary and /suggest. Conversations of departments without their own group go to the default group.

#Routing and privacy settings

In the Routing section of the same page you can switch automatic offers to available agents on or off, set the offer timeout (15–600 seconds) and mask e-mail addresses, phone, IBAN and card numbers in visitor text sent to Telegram (settings:write). The page also shows the queue of conversations waiting for a human and why each agent does or does not receive offers.