Managing Telegram conversations in the Inbox

The instructions below are for desktops and laptops only.

• If you have multiple bots connected, each bot typically has its own Inbox tab.
• Each tab uses the inbox name you set during connection.
• Tabs may display unread message counts.

• A customer must start the chat (for example, by opening your bot link like “t.me/YourBot” and sending a message).
  
  
• You cannot start a new Telegram conversation using the Compose if no prior message exists.

• You can reply at any time.
• There is no 24-hour session window (unlike WhatsApp).

• If a contact already has Telegram history, you can use Compose > Telegram to continue the conversation.
  
  
• If there is no Telegram history, the Telegram option is disabled in Compose. In this case, you’ll see a link to your bot (for example, t.me/...) that you can share with the customer so they can start the chat.

• Customers may see a typing… indicator while an agent is composing a reply. This behavior is controlled by Telegram and may not reflect every keystroke in real time.
  
  
• Agents cannot see when a customer is typing. Telegram does not provide inbound typing indicators to bots.

• Reply (quote)
  Reply to a specific message to show the customer exactly what you’re responding to.

• Reactions
  Use reactions on messages where supported. Only Telegram-supported emojis are available (69 options).

• Message edits (inbound)
  If a customer edits a text message, the updated version may appear in the Inbox. Edits to captions on media (photos, videos, documents) may not sync. You may still see the original caption.

• Message deletes
  If a customer deletes a message in Telegram, it may still appear in the Inbox. Telegram does not send deletion events to bots.

• ~50 MB limit for many file downloads
• Up to 10 MB for outbound images
• Up to 10 attachments per message (where supported)

• Files larger than ~50 MB may appear as unavailable or show a placeholder.
  
  
• Stickers may be:
• Static (WEBP)
• Animated (TGS)
• Video (WEBM)
  
  
• GIFs can play inline.
  
  
• Locations show a map preview (live location tracking is not supported).
  
  
• Contact cards display name and phone number.
  
  
• Forwarded messages may include forwarding details.
  
  
• Albums may appear as separate messages instead of a grouped set.
  
  
• Polls, dice, and games may appear as plain text rather than interactive elements.

• Use shortcuts to respond faster with pre-written messages.
• This is especially helpful for answering common questions or sharing standard instructions.
• Shortcuts are available when the feature is enabled for your property.

• Whispers are only visible to agents — customers cannot see them.
• Use whispers to share context, leave updates, or collaborate with teammates on a conversation.
• This works the same way as whispers in other tawk.to channels.

• Set status: Open, Pending, or Closed
• Assign conversations to agents
• Set priority levels
• Add tags for organization

• The conversation typically reopens automatically.
• This helps ensure you don’t miss follow-ups.

• Delete conversations
• Restore from trash
• Permanently purge

• Agents will typically see messages marked as Sent.
• There is no confirmation that the message was delivered or read.

• You may not be able to send messages.
• The conversation may become read-only or show a send error.

• Agents can receive sound and visual notifications for new Telegram messages (depending on browser and notification settings).
  
  
• Telegram views support both light and dark themes.

• When a Telegram user messages your bot, you can view and manage their details from the contact panel.
  
  
• Profile photos may sync automatically from Telegram when available.
  
  
• If a user updates their name on Telegram, the change usually appears in the Inbox after they send their next message.

• AI Assist is typically configured per Inbox in your AI Assist settings, so you can control how it behaves for each connected Telegram bot.
  
  
• Handoff to a human agent may require a paid plan.
  
  
• Some content types, such as animated stickers or more complex media, may not be fully interpreted by AI Assist.

• Customers must start the conversation first. You cannot initiate a new Telegram chat without a prior message from the user.
  
  
• Once a conversation exists, you can reply at any time without session limits.
  
  
• Telegram does not use a session window like WhatsApp.
  
  
• Group chats and channels are not supported in the tawk.to Inbox.
  
  
• Agents cannot see when a customer is typing.
  
  
• Customers may see a typing indicator when agents are composing replies.
  
  
• Telegram does not provide read or delivery receipts, so message status is limited to “Sent.”
  
  
• If a customer edits a media caption, the update may not appear in the dashboard.
  
  
• Files larger than approximately 50 MB may appear as unavailable or show a placeholder.

• Click the green live chat icon
• Schedule a call with us
• Visit our community