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 section — Creatio validates the bot token, registers the channel, and connects it to your bot automatically.

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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.

You need permission to the "Access to "Chat settings" section" (CanManageChats code) system operation. Learn more: System operation permissions. Before you start, create a bot in Telegram via @BotFather and copy its token. You 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. Click Manage channels to open the Communication 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 handles chats coming through this bot.

   Creatio checks the token when you click Next and shows Enter a correct token to create a channel if it isn't recognized. If this happens, check that you copied the full token with no extra spaces. If a channel already exists for the bot, Creatio shows The channel already exists for the entered token. If the bot has a webhook integration, Creatio shows Unable to create the channel because a webhook integration is set up for the Telegram bot. Please delete the webhook integration to add the channel. In this case, delete the webhook integration and click Next again.

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 saving.

6. Click Save to add the channel.

   Creatio opens the Channel connected step with the Send your first message and Close buttons.

7. Click Send your first message to send a test message to your bot from Telegram (optional).

   Before you announce the bot to customers, confirm that the chat lands in the Agent Inbox under the queue you selected.

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 area above the tabs to activate or deactivate the channel (optional).

4. Click the General tab to update the channel name, queue, or language in the Channel details expansion panel (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).

   • Select or clear the Use AI in the channel checkbox.
   • Set Audience rollout (%), the share of incoming chats AI handles. The rest go to agents.
   • Click Edit under AI personality to change the assistant's name, role, and tone of voice.

6. Save your changes in the top panel.

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

To change the connected agents and knowledge sources, use Change agents on the AI Automation tab. Learn more: Set up AI in the chat channel.

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See also

Set up chat routing

Chat workflow

Set up the web chat channel

Set up AI in the chat channel