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Version: 10All Creatio products

Set up the Telegram channel

The Telegram channel lets you chat with customers who message your Telegram bot, right from Creatio. Set it up from the Add channel mini-page in the Customer Communication Hub — Creatio validates the bot token, registers the channel, and connects it to your bot automatically.

note

The Telegram channel is part of the Customer Communication Hub app. Agents process the resulting chats in the Agent Inbox, provided by the Contact Center app.

Make sure you have the "Can manage chats" permission. Before you start, create a bot in Telegram via @BotFather and copy its token — you'll need it during setup. If you plan to use AI in the channel, seed your knowledge base first so the AI has content to answer from.

Create the channel​

  1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

  2. Open the Manage channels toggle panel. Under Messaging channels, click Add channel → Telegram to open the mini-page.

  3. Fill in the setup fields to set the channel details:

    • Token — paste the bot token you got from BotFather.
    • Queue — select the queue that will handle chats coming through this bot.

    Creatio checks the token right away and shows "Enter a correct token to create a channel" if it isn't recognized — double-check you copied the full token with no extra spaces.

  4. Click Next to continue to the AI setup.

  5. Keep or adjust the AI settings for the channel. (Optional)

    Out of the box, the Use AI in the channel checkbox is selected, with the "Sofia, AI assistant" personality, a friendly tone of voice, and the Customer Support Agent connected. You can change any of these before finishing.

  6. Click Finish to add the channel.

  7. Send a test message to your bot from Telegram. (Optional)

    Confirm the chat lands in the Agent Inbox under the queue you selected before you announce the bot to customers.

As a result, Creatio creates the Telegram channel and links it to your bot. Any message a customer sends the bot creates a chat routed to the selected queue.

Edit the channel​

  1. Open the Customer Communication Hub section from the Contact Center Supervisor, Case Management, or Service workplace.

  2. Click the channel in the list to open its settings page.

  3. Use the Channel status card above the tabs to activate or deactivate the channel. (Optional)

  4. Click the General tab to update the channel name, queue, or language. (Optional)

    The tab also shows a read-only link to the connected bot — Creatio doesn't currently support updating the token here.

  5. Click the AI Automation tab to adjust the AI settings. (Optional)

    • Toggle Use AI in the channel on or off.
    • Set Audience rollout (%) — the share of incoming chats AI handles; the rest go straight to agents.
    • Under AI personality, click Edit to change the assistant's name, role, tone of voice. Connected agents and knowledge sources are managed separately, via Change agents — see Set up AI in the chat channel.

  6. Save your changes in the top panel.

As a result, Creatio applies your changes to the live channel.

See also​

Set up chat routing

Set up chat processing

Set up the web chat channel

Set up AI in the chat channel