Telegram integration #

The Telegram channel lets customers write to your support in Telegram. The AI agent answers from your approved knowledge, and operators take over in the workspace whenever needed. The architecture is described in Messaging channels architecture.

How customers reach support #

Customers open a chat with your organisation's Telegram bot and write a message. Each customer chat becomes a conversation in the project the bot is connected to. One bot is connected to exactly one project.

Supported messages #

• Supported: text, photos, documents, and voice or audio messages.
• Not supported: stickers, video and location. The customer receives a polite notice that this type cannot be processed and is invited to describe the request in text.

Files are checked for type and size before they are processed.

Delivery model #

Telegram does not provide delivery or read receipts. For this reason a reply has only two outcomes in HeySora: sent (accepted by Telegram) or failed. There are no "delivered" or "read" states for Telegram. Temporary errors are retried automatically; see Messaging channels architecture.

Typing indicator and handoff #

While the AI agent prepares a reply, the customer sees Telegram's typing indicator. When the agent is unsure, or the customer asks for a person, the conversation is handed to a human operator, who replies from the workspace inbox into the same Telegram chat.

One bot, one project #

A bot belongs to one project of one organisation, and the binding is enforced on the server. To serve another project, connect a separate bot.

Security summary #

The bot token is stored encrypted and is never shown again after saving. Incoming webhooks are verified with a secret path and a secret header. Media is downloaded safely and limited by type and size, and message content is kept out of logs. See Security basics.

Setup and troubleshooting #

Creating the bot, connecting it, binding it to a project, testing and troubleshooting are described in the Help centre (sign-in required). Technical details and testing tools are in the Developers portal (sign-in required).