Connect Telegram to your support Inbox

Open Dhru Chat → Settings → Channels → Telegram in the intended workspace. You need channel-management permission and an available connection allowance.

1. Add the connection

Telegram → Add bot: 1 is an optional connection name and 2 is the masked Bot token field. Both fields are empty; no token or connection was created.
Telegram → Add bot: 1 is an optional connection name and 2 is the masked Bot token field. Both fields are empty; no token or connection was created.
  1. Open Settings → Channels → Telegram and select Add bot.
  2. Create a dedicated support bot with Telegram’s BotFather if you do not already have one.
  3. Give the connection a recognizable Name (1).
  4. Paste that bot’s token into the masked Bot token field (2). Keep it private.
  5. Select Connect Telegram and wait for the intended bot to appear.
  6. Open its bot link in Telegram and send an authorized test.

2. Check which messages are connected

Messages sent directly to the connected support bot enter Inbox. This is separate from Fusion notification bots or the Telegram customer Mini App. Use the identity shown by this channel; an existing notification bot is not automatically connected here.

3. Enable or disable AI answers

New connections start with AI answers off. After connecting, open Manage for the intended bot, set AI answers, then Save. AI uses public Help Center content and can hand off to your team. Review knowledge readiness and AI credit availability. Turning AI off keeps the connection available for staff support.

Configure each connection separately; changing Messenger or another bot does not change this one. Done closes an unchanged form; Save appears when settings change. Cancel and discard if you do not want to apply a draft.

4. Test the conversation

Send a test you are authorized to use to the connected bot. Confirm it reaches the correct Inbox. Reply as staff and confirm receipt in the original Telegram chat. Test AI and a request for a person separately if enabled. File support does not mean attachments are supplied to AI for interpretation.

Change or disconnect

Use Manage to rename the connection or change AI answers, then Save. To stop it, use Disconnect and confirm the intended connection. Other connections stay active; disconnecting is not a refresh action.

Setup needs attention

Confirm that the token belongs to your dedicated bot and has not been revoked. Never paste it into a customer reply or screenshot. If exposed, use BotFather’s token controls and reconnect through the supported flow. Follow the allowance and plan guidance shown. An empty setup screenshot does not prove authorization or delivery is complete.

Continue with the Inbox guide or all channel setup guides.