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Many teams run customer relationships in shared Telegram groups. The Telegram integration reads those groups into the Sayless inbox as conversations, so your team can assign, track, and reply to them like any other channel. Replies you send in Sayless are posted back to the group. Available on all plans. An admin sets it up once; each agent can optionally connect their own Telegram account to reply as themselves.

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How it works

  • A workspace bot (one you create in Telegram) is added to each customer group. It reads new messages and posts replies.
  • A personal Telegram account is used during setup to list your groups and add the bot to them as an admin. Agents who connect their own account also send replies as themselves.
  • Only groups you connect and link to a company are read. Private chats with the bot, and groups you haven’t connected, are ignored.

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Which conversation a message lands in

Group chat doesn’t have tickets, so Sayless groups messages:
  1. A Telegram reply to a message joins that message’s conversation, if it’s still open.
  2. Otherwise the message joins the group’s recent conversation: one where the same person wrote in the last 2 hours, or where anyone wrote in the last hour.
  3. Otherwise it starts a new conversation.

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What syncs

Attachments count toward your workspace’s file storage. If storage is full, new Telegram files aren’t downloaded.

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Set up Telegram

You need to be a workspace admin, and you need a Telegram account that is an admin of the customer groups you want to connect.

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1. Create and connect the workspace bot

  1. In Telegram, open @BotFather, send /newbot, and follow the prompts. Name it after your company, for example Acme Support.
  2. Copy the bot token BotFather gives you (it looks like 123456:AA…).
  3. In Sayless, open Settings > Telegram and click Connect under Telegram Workspace Bot.
  4. Enter the bot’s username (without @) and paste the token.
The bot’s username appears in settings once it’s connected.

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2. Connect your personal Telegram account

Sayless uses your account to list the groups you’re in and to add the bot to them.
  1. Open Settings > Telegram > Groups.
  2. When prompted, enter your phone number in international format (for example +44 7700 900123).
  3. Enter the code Telegram sends you. If your account has two-step verification, enter your Telegram password too.
  1. On the Groups page, click Connect Telegram Groups and pick the groups to connect.
  2. Choose the company each group belongs to.
For each group, Sayless adds the bot, makes it an admin so it can read and post, and checks it has access. Messages sent after this point appear in the inbox. You can change a group’s company later from its row. Disconnect removes the group from Sayless and makes the bot leave it; conversations already in Sayless stay.

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Internal users

Your teammates are usually in the same groups as customers. Without help, Sayless would treat them as customers and create contacts for them. Open Settings > Telegram > Internal users and add each teammate’s Telegram user ID (digits only, no @), optionally with their username and a display name. Their messages are then attributed to that workspace member, and no contact is created. To find someone’s user ID, ask them to message a bot such as @userinfobot.

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Reply as yourself

By default, replies are posted by the workspace bot. To have customers see your own name, connect your personal Telegram account from Settings > Apps. Sayless then sends your replies from your account. Edits and deletions work on messages you sent, either way.

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Troubleshooting

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Disconnect

Disconnecting the workspace bot stops Telegram for everyone in the workspace, including replies sent through the bot. Conversations already in Sayless stay.