Run the same agent on Telegram, with conversations landing in the same inbox.
Connecting Telegram lets the same agent answer on Telegram, with the same knowledge, behaviour and capabilities as your website widget. Those conversations land in the same Inbox.
Messaging channels are available on Growth and above. See Plans.
Setting it up
- In Telegram, message @BotFather and send
/newbot. Follow the prompts to name your bot. - BotFather replies with an API token. Copy it.
- In Hey Support, open the agent's Integrations page and find Telegram under Messaging channels.
- Paste the token and connect.
We verify the token with Telegram before storing it, so a bad paste fails immediately rather than silently. Once connected the card shows your bot's @username.
Tokens are encrypted at rest.
How it behaves
One Telegram bot connects to one agent. A visitor messaging your bot gets the same answers your website visitors get.
Two differences from the widget, both structural:
- The conversation has no expiry. Messaging is a persistent one-to-one surface, so there is no 24-hour resume window — the thread just continues.
- Cards become text. A Telegram message cannot render a booking card or a lead form, so the agent shares the same information inline instead.
Inbox rows from Telegram carry a channel chip so you can tell at a glance where a conversation came from. Replying from the Inbox sends back to Telegram; internal notes stay internal.
Disconnecting
Disconnect from the same card. The bot stops relaying immediately. Existing conversations stay in your inbox.
Other channels
WhatsApp, Messenger and Instagram appear as coming-soon in the dashboard.
One agent, many front doors. Whatever you set in Knowledge, Behavior and Capabilities applies everywhere the agent runs — a channel is not a second agent to maintain.