Contact Channels
Telegram
Linking a Telegram bot as a chat channel
Warning
Preview Feature — The Telegram channel is currently in the preview stage. The functionality may still change. Feedback is welcomed!
Tip
Customers can reach your service team directly in Telegram. Messages to your Telegram bot arrive in enneo as chat tickets — with the same AI processing, same routing, and same automation as the chat widget on the website. The configuration is done under Settings → Chat.
Prerequisites
You will need a Telegram bot. If none exists yet, you can create one in a few minutes with Telegram's official @BotFather — see the official guide. At the end, you will receive a bot token — the only value enneo requires.
Setting up in enneo
Create or open a chatbot
Open Settings → Chat and create a new chatbot or open an existing one.
Select Telegram type
Set the Chatbot type to Telegram.
Enter Bot Token
Insert the Telegram Bot Token from BotFather.
Save
Enneo verifies the token and automatically connects the bot. The Telegram Bot Handle field is automatically filled out for confirmation. If the token is invalid, the error message appears directly in the form.
That's it — Additional configuration in Telegram is not required.
Good to know
- Each new conversation generates a ticket. As long as the ticket is open, additional customer messages will be added to the same ticket.
- Currently, text messages in direct chats are processed. Images, voice messages, documents, and group chats are not yet supported.
- To disconnect the bot, simply delete the chatbot — the Telegram connection will automatically be removed.