Troubleshooting Telegram bot connection and message issues

The instructions below are for desktops and laptops only.

• Connected — The bot is active and forwarding messages to your tawk.to Inbox.
• Disconnected — The bot is not forwarding messages. You can reconnect it from the Settings page.
• Connecting — The connection is being established. This status is temporary and should update shortly.

1. Log in to your tawk.to account.

3. Click Administration on the left navigation bar.

4. Click Integrations in the left submenu.

5. On the Integrations page, click the Messaging tab, and then select Telegram.

6. Click the Settings tab. Then, check the Status column.

• Make sure you paste the full bot token from @BotFather. A token typically looks like “123456789:ABCdefGHIjklMNOpqrsTUVwxyz” and is usually between 40–100 characters.
  
  
• Remove any extra spaces before or after the token.
  
  
• Open Telegram, send /mybots to @BotFather, and confirm the bot is active.
  
  
• If you used /revoke in @BotFather, copy the new token and use Reconnect in tawk.to. When the old token is no longer valid, a Reconnect Telegram Bot modal will appear, letting you paste the new token.

You cannot update or fix the token in the Edit screen — always use Reconnect to rotate or replace it.

• Wait a short moment — the connection process may take a few seconds.
  
  
• Refresh the page and check the status again.
  
  
• If the status does not update after several minutes, disconnect the bot and reconnect using the same token.

• Bot status is Connected in tawk.to.
  
  
• The customer is messaging the correct bot (check the @username).
  
  
• Ensure the correct Telegram inbox tab is selected in tawk.to. Unread badges can help you identify where new messages are waiting.
  
  
• The chat is private — messages from groups, supergroups, or channels are not supported.
  
  
• The bot is not connected to another tawk.to property using the same token (each bot can only connect to one property at a time).
  
  
• No historical messages are synced — only messages received after the bot was connected appear in tawk.to.
  
  
• If the token was revoked on Telegram’s side, use Reconnect with a valid token.

• The customer may have blocked your bot. In this case, the conversation becomes read-only.
  
  
• The bot is no longer Connected.
  
  
• The message exceeds Telegram’s 4,096-character limit.
  
  
• Attachments size and count — for example, 50 MB for most file types, 10 MB for outbound images, and up to 10 files per message where supported. To review file limits and supported formats, see this guide: Connecting your Telegram bot to tawk.to
  
  
• If the bot was disconnected, the message composer on existing threads is disabled. Reconnect the bot first to send new messages.

Telegram may temporarily limit how many messages your bot can send. tawk.to will retry automatically with backoff. If messages continue to fail, wait a moment before retrying and avoid sending duplicates too quickly.

• Only bots with a Connected status can be edited.
  
  
• If the bot is Disconnected, reconnect it first.
  
  
• If the bot shows Connecting, wait until the status updates.

• Telegram supports a specific set of reaction emojis. If you select an unsupported emoji, tawk.to will try to suggest a supported alternative.
  
  
• Confirm the bot is Connected.
  
  
• Make sure the conversation is not read-only.

Each bot can connect to one tawk.to property only. If the same bot is already linked elsewhere, connecting it again will be blocked. Use a separate bot for each property. A Conflict message usually means the token is already in use.

Telegram supports rich text using message entities. If formatting sometimes does not match between Telegram and tawk.to, send plain text or split your content. Display can vary depending on the Telegram client and product version.

• Your Property ID
• The Bot Username (for example, @acme_support_bot)
• A clear description of the issue
• Any error messages you see

• Each Telegram bot token can only be connected to one tawk.to property at a time.

• If a token is revoked in Telegram, you must reconnect the bot using the new token.

• If a customer blocks your bot, you cannot send further messages unless they unblock it.

• Telegram message length is limited to 4,096 characters per message.

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