Telegram

Your company can receive customer messages on Telegram with a bot that you create and own. You paste the bot's token into DialerBee, messages arrive in the queue you choose, and your agents answer from the agent desktop. Telegram is off for your company until your administrator connects a bot. Nobody at DialerBee connects one for you.

Messenger and Instagram are coming soon. Only Telegram is available now.

Connect your bot (administrator)

1. In Telegram, open @BotFather and send /newbot. Choose a name and a username for your bot.
2. Copy the token BotFather gives you. Treat it like a password.
3. In the DialerBee console, open Settings > Web chat and find the Telegram card.
4. Choose the queue that Telegram messages should arrive in.
5. Paste the token and press Connect bot.

DialerBee then checks the token with Telegram, stores it encrypted, and registers the connection with Telegram for you. The card says Connected as @yourbot, and the token is never shown again. Agents answer from the conversation list; the switch "Agents can reply from the desktop" is turned on with the connection.

The card tells you where you are:

To stop, press Disconnect. DialerBee asks Telegram to stop sending messages, and deletes the stored token. New Telegram messages stop arriving at once.

What you can do

• Receive customers' text messages from a one-to-one chat with your bot. Messages go to the queue you chose and appear as conversations next to your other channels.
• Reply from the agent desktop. A reply can be up to 4096 characters, Telegram's own limit for one message.
• Photos, videos, voice messages, audio, documents, stickers and locations are shown in the conversation as a label such as [photo], together with the caption if there is one. The file itself is not copied into DialerBee.
• AI chat agent. If you use the AI chat agent, you choose per channel whether it may answer on Telegram; Telegram is opt-in, like Messenger and Instagram.
• STOP and START. When a customer sends STOP, DialerBee records it before any automatic answer, and holds agent replies until the message has been checked. Your agents cannot reply on Telegram to that customer until the customer sends START or writes to you again, and the console says why. A Telegram STOP applies to Telegram only. It does not put the customer on a Do-Not-Call list and does not affect calls or SMS.

What is not supported

• Group chats and channels. Only one-to-one chats with your bot are read.
• Messages sent by bots. Only messages from people are accepted.
• More than one bot per company. Disconnect the current bot before connecting another.
• A bot that is already connected to another company. A bot belongs to exactly one company.
• Messenger and Instagram: coming soon.

Limits

• Reply length: 4096 characters.
• Incoming message rate: deliveries from Telegram are rate-limited to protect the platform. If a burst goes over the limit, DialerBee answers with a "try again" response and Telegram delivers the message again shortly after. Messages are stored once, so a retry never creates a duplicate.
• A message that could not be stored is also retried by Telegram. It is stored once.

Security

• The bot token is stored encrypted, for your company only, and is never shown again, returned by the console, written to a log or included in an error.
• If DialerBee cannot store the token safely, the connection is refused and nothing is saved.
• Telegram sends messages to an address that is specific to your bot. Each request carries a secret that DialerBee checks before it reads anything; a request without the right secret is refused. A message for your bot can never arrive in another company's queue.
• If you suspect the token has been seen, revoke it with @BotFather, then disconnect and connect again with the new token.

Errors you may see

Is there an API for this?

Not yet. The Telegram bot is managed in the console only. It is not part of the key-based API, and an API key cannot connect or disconnect a bot.