Connect your Telegram bot; save people who message the bot as customers and reply to messages in the shared inbox.
What does this integration do?
You connect the bot you created on Telegram to Chatmatic. Everyone who messages the bot automatically becomes a customer record; their messages land in the shared inbox and the team replies from there. You can assign conversations to agents and use automatic replies.
Path: Left menu → All Integrations → Telegram (also reachable from the Messaging Channels section in Settings)
Telegram integration page
Before you start
The Telegram integration must be enabled in your plan. If it is disabled, you will see a “plan not eligible” warning; open a request via Support for your plan.
You need the Integration Management - Create permission to start the setup: Roles and Permissions.
Your plan must have an available account slot. The Current Accounts and Limit boxes at the top of the page show how many bots you have connected and how many slots you have.
You need a bot on Telegram and the bot’s token. How to get one is explained below.
1. Creating the bot (BotFather)
Open @BotFather on Telegram.
Type /newbot.
Give your bot a name and a username.
BotFather sends you a token. Copy it.
If you already have a bot, you don’t need to create a new one; you can use the existing bot’s token.
The token is like your bot’s password. Do not share it with others. Chatmatic stores the token encrypted.
2. Connecting the bot to Chatmatic
Click the Privacy Agreement link, scroll to the end of the text and click I Accept. This approval is needed only once.
Click the Start Setup button at the top right. The secure connection window opens.
Paste the token you got from BotFather into the window and confirm.
When the connection is complete, your bot is added to the list on the page.
Telegram bot token window
If the window doesn’t open, turn off your browser’s pop-up blocker and try again.
A bot can be connected to only one integration at a time. If the same bot is registered elsewhere (including another company), it won’t connect.
Customers messaging the bot
On Telegram, a bot cannot send the first message to someone who has never messaged it. The customer must message the bot first.
Send customers this link: https://t.me/<bot_username>
A person who messages the bot is saved as a customer. The ID, username and display name coming from Telegram are recorded in the customer record.
Using it with Telegram Business
In Telegram Business, a business can have a bot answer the chats coming to its own account. To do this:
In @BotFather, turn on Business Mode for your bot.
In your Telegram Premium account, add the bot under Settings → Telegram Business → Chat Bots.
Give the bot the right to reply.
Business usage requires a Telegram Premium account. This requirement belongs to Telegram, not Chatmatic.
Managing connected bots
The list rows include the following:
Field / action
What does it do?
Permission
Determines which agents can see the bot and write replies. For a non-Admin user to send messages, chat (reply) permission is required: Roles and Permissions
Read
Turns on/off sending read receipts to the other party when you read messages. Affects only Telegram Business chats
Active / Inactive
Temporarily disables the bot without deleting the connection
Reconnect (plug icon)
Refreshes the connection if it has broken
Delete
Removes the bot’s connection
When reconnecting, you must enter the token of the same bot. A different bot’s token is rejected.
If a bot’s connection needs to be refreshed, a yellow warning appears in the row; click the Reconnect button. A dot also appears next to Integrations in the menu.
Removing the connection
After disconnecting the bot, we recommend regenerating the token for security:
Open @BotFather on Telegram.
Type /revoke and select your bot.
The old token becomes invalid and a new one is created.
How does it work?
Incoming messages appear in the Chat Channels inbox.
People who message the bot are added to the Customers list.
You can assign conversations to agents.
What data is used?
Bot token (stored encrypted)
Telegram ID, username and display name of users who message your bot
Messages and files sent between the bot and the user
Troubleshooting
Problem
Solution
Start Setup is disabled
Check that Telegram is enabled in your plan, you have an available account slot and you have the Integration Management - Create permission.
Connection window doesn’t open
Turn off the pop-up blocker
Bot won’t connect, an error appears
The bot may be registered in another integration (even in another company). Remove it from there first or create a new bot via BotFather
Error when reconnecting
Make sure you entered the token of the same bot
I can’t send a message to the customer
The customer has never messaged the bot. Send them the https://t.me/<bot_username> link
Agent can’t write replies
Grant that user reply permission from the Permission setting in the row
Business chats aren’t arriving
Check that Business Mode is on in BotFather, and that the bot is added to Chat Bots in the Premium account with reply permission granted
Reconnect warning
Click the Reconnect icon and enter the token
Bot can’t be added
The account limit in your plan is full. Delete an old bot or upgrade your plan
