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Telegram

Last Update 7 hours ago

Telegram channel overview Connecting your Telegram bot to tawk.to Connecting multiple Telegram bots to tawk.to Managing Telegram conversations in the Inbox Disconnecting your Telegram bot from tawk.to

Telegram channel overview

The instructions below are for desktops and laptops only.

tawk.to lets your team handle private Telegram bot conversations directly from the Inbox, alongside Live Chat, Tickets, WhatsApp, Facebook Messenger, SMS, and other channels. This means you don’t need to switch to the Telegram app for daily support.

This article provides a high-level overview and FAQ. For step-by-step setup and troubleshooting, see the related guides at the end.

Key benefits

  • Unified dashboard
    Assign chats, add tags and priority, and follow conversation timelines just like other channels.

  • One bot = one Inbox tab
    Connect multiple bots if you want separate queues (for example, Support vs Sales).

  • Rich messages
    Support text, media, voice, stickers, GIFs, locations, contacts, forwards, replies, and reactions (within Telegram’s limits).

  • No 24-hour session window
    Agents can reply anytime once a customer has messaged your bot (unlike WhatsApp).

  • Contacts
    Telegram users can be linked to Person records; profile photos may sync from Telegram
    .
  • AI Assist
    Telegram can be enabled as an AI channel, with per-inbox configuration where your plan allows.

Who should connect a bot?

Typically, a property admin connects the bot via: Administration > Channels > Telegram

Use a bot token from @BotFather. Once connected, agents can work entirely from the Inbox without needing the Telegram app.
Where to find Telegram in tawk.to
  • Administration > Integrations > Telegram
    This is where you manage your connected bots. You can install or add a bot, view the settings list, edit the inbox name, disconnect or reconnect bots, and search or filter bots by status.

  • Inbox
    Open the Telegram tab(s) for your connected bot(s) to view conversations. Unread message counts appear on tabs where supported.

  • Contacts
    When a contact already has Telegram history with your property, you can use Compose > Telegram to continue the conversation. If there is no previous history, this option will be disabled.

Feature snapshot

Connection and security

  • Connect your Telegram bot using a bot token and an Inbox name.
  • One bot can only be linked to one tawk.to property at a time.
  • To rotate a token, use Reconnect on the bot row. If the token was revoked in @BotFather, a modal will prompt for the new token. Do not change the token in Edit settings.
  • Edit is only for updating the Inbox display name.

Messaging – inbound (customer → agent)

  • Text messages can be up to 4,096 characters, supporting Unicode, emojis, and RTL text.
  • Media types supported: images, videos, audio, documents (subject to ~50 MB download limit).
  • Voice notes, static/animated/video stickers, GIFs, locations (map preview; live location streaming not supported), contact cards, forwarded messages, and captions.
  • Polls, dice, and games appear as plain text, not interactive widgets.
  • Albums may appear as separate messages rather than grouped together.
  • @username mentions in text are supported.

Messaging – outbound (agent → customer)

  • Text messages: up to 4,096 characters.
  • Images: up to 10 MB per image.
  • Other files: up to ~50 MB where supported.
  • Maximum 10 attachments per message (where allowed).
  • Supports voice recording, reply-to messages, and emoji reactions (69 Telegram-supported options).

Conversation behavior

  • Customer-initiated
    Users must start a chat (for example, “t.me/YourBot”). After that, agents can reply anytime and use Compose from Contacts when history exists. If no history exists, Compose shows a shareable bot link.

  • Typing
    Customers may see a typing… indicator while an agent composes. Agents cannot see customer typing (API limitation).

  • Edits
    Customer text edits can update in the thread. Caption edits on media often do not sync. Agents cannot edit sent messages.

  • Deletes
    If a customer deletes a message in Telegram, it may still appear in tawk.to (API limitation).

  • Receipts
    No delivered or read receipts; messages typically show Sent.

  • Lifecycle
    Close, delete, restore, and purge are available where enabled. Closed chats may reopen if a customer writes again.

  • Disconnected bot
    Existing threads become read-only until the bot is reconnected.

Private chats only

Only private 1:1 chats appear in tawk.to. Groups, supergroups, and channels are not imported.

AI Assist

  • Telegram can be configured per Inbox in AI Assist settings.
  • Handoff to a human agent may only be available on supported paid plans.
  • Some content types, such as animated stickers or complex media, may not be fully interpreted by AI. Text-first flows work best.

Experience

  • Agents can receive notifications for new Telegram messages when working elsewhere in the dashboard (per browser notification settings).
  • Telegram views support both light and dark themes. 

Frequently asked questions

Do old Telegram messages appear after I connect?
No. Only messages received after the bot is connected will appear. Historical messages are not imported.

Can I message someone who never wrote to our bot?
No. The user must message the bot first. After that, you can continue the conversation from the Inbox or from Contacts > Compose > Telegram.

Is there a time limit to reply, like WhatsApp’s 24-hour window?
No. Once the customer has started the chat, you can reply at any time.

Can one bot serve multiple tawk.to properties?
No. Each property should use its own bot from @BotFather.

Why don’t I see group messages from Telegram?
tawk.to only supports private bot chats. Group and channel messages are ignored.

Can customers see when I’m typing?
They may see a typing… indicator while you compose. This is approximate and driven by Telegram’s API.

Can I change the bot token in Edit settings?
No. Use Reconnect if the token changes. Edit only updates the Inbox display name.

Why does a large file show as unavailable?
tawk.to applies an ~50 MB limit for many files. Larger files may show a placeholder, even if Telegram supports them.

Does AI Assist always hand off to a human for free?
No. Handoff may require a paid plan. Check your AI Assist plan and settings.

Are polls and buttons like in the Telegram app?
No. Polls and similar items appear as text in the dashboard. Inline keyboards and Interactive buttons are not yet supported.

Limitations (customer-facing highlights)

  • No group or channel inbox support
  • No historical message import
  • No read or delivered receipts
  • ~50 MB effective file ceiling in tawk.to; 10 MB outbound images
  • Caption edits on media often do not sync
  • Albums may appear as separate messages
  • Deleted messages on the user side may still appear in tawk.to

Related guides

Connecting your Telegram bot to tawk.to
Connecting multiple Telegram bots to tawk.to
Managing Telegram conversations in the Inbox
Disconnecting your Telegram bot from tawk.to
Updating your Telegram bot settings
Troubleshooting Telegram bot connection and message issues
Getting started with the Inbox
Creating and managing shortcuts
Getting started with AI Assist
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