Customer support in Telegram
Connect your own bot, and customer messages become tickets in a shared queue. Several operators can reply at once, while the customer sees an ordinary chat with the bot.
Hello, how can we help?
Not working
Let's sort this out. Could you send a screenshot of the error, please?
Build the bot without a developer
Set up menus, commands, answers to common questions and inline buttons in the builder. The bot greets the customer, helps them pick a topic and hands the conversation to an operator when a person is needed.
The team replies from one window
Conversations from the bot go into a shared queue, where you can assign them, hand them over to colleagues and leave internal notes. Replies are put together from templates with a /command, and their links and formatting show up in Telegram as intended.
You can choose not to show the operator's name, and then the customer sees replies from the bot.
The team learns about new requests right away
Cards for new tickets are posted in the team's Telegram channel, and personal notifications go to each operator's DMs, following their work schedule.
Quality and broadcasts
After a reply, the customer can rate it with the 👍 and 👎 buttons. You can also send a broadcast to the bot's contacts, for example about planned maintenance.
How to connect
- 1
Create a bot
In @BotFather, then copy its token.
- 2
Connect it to SupportHub
Settings → Channels → Telegram, then paste the token. Details
- 3
Set up the menu
The greeting, buttons and answers to common questions are in the bot builder. Details
- 4
Invite operators
And turn on notifications about new tickets. Details
FAQ
Do I need a separate bot?
Yes, your own bot from @BotFather. Customers message it, not a shared SupportHub bot.
What does the bot say at night?
Outside working hours, the bot replies with a message you set, and the ticket waits in the queue until morning.
Can photos and files be sent?
Yes, attachments go both ways.
See also
- VPN services
Support in a Telegram bot, the customer's subscription data in the ticket, setup guides in templates.
- AI assistant
Reply suggestions from your knowledge base, rephrasing and ticket sorting.
- WhatsApp
One WhatsApp number for the whole team, connected with a QR code.
- Website chat
A live chat widget with a knowledge base, news and a pre-chat form.
Connect your channels and try it on real conversations
The Starter plan is free, and you can try a paid plan for 14 days. Setup takes a few minutes.