Telegram: customer chats

All chats from your company Telegram bot in one place: write to customers from the CRM, see their orders and requests.

If your company has a Telegram bot (Settings → “🤖 Telegram customer bot”, connected by an admin), customers order, send requests and check their balance in the bot. All chats are in Communication → “📲 Telegram”.

Writing to a customer

Open Communication → “📲 Telegram”: chats are listed with unread counts.

Pick a chat: customer messages, bot replies and manager messages are shown in different colours.

Type below and press Enter — the message goes from the bot to the customer’s Telegram.

The “📲 Telegram” button on the customer card opens that customer’s chat; requests and leads from Telegram also have a reply box.

Bot orders arrive in Orders with the “📲 Telegram” tag; the customer is notified when the status changes.

The customer can choose “Retail” or “Wholesale” prices (when the cart has wholesale-priced items). If the wholesale minimum is not met, the bot shows the limits and offers “Switch to retail” or “Back to the cart”.

The bot can only message people who have written to it at least once (Telegram rule).

Viewing needs the “📲 Telegram” view permission, writing needs “create”.

Bot setup, the FAQ menu and the website snippet — Help → “Telegram customer bot” (for admins).