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On Telegram
the clock is not against you.

You connect your bot and the conversation lands in your workspace’s shared inbox. Because there is no reply window, you get back to the customer whenever you want.

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Features of the Telegram module

From connecting the bot to answering with buttons, all inside Workinno.

01

No reply window

Telegram does not impose a reply deadline the way other messaging channels do. Even if the customer wrote days ago, you send them a message directly. Because there is no time limit, you can return to a delayed matter even days later.

Sarah Miller
last message 4 days ago
you can write
ChannelReply window
Telegramnone
Other messaging channels24 hours
02

You connect your bot with a key

On Telegram, connecting an account is done with the key you get from BotFather. You paste the key into the settings and the conversation starts flowing. Because no middleman service is needed, the bot works entirely in your own name.

@lotusdestek_bot
key pasted
connected
Connection stepStatus
Create the botdone
Paste the keydone
03

The conversation on a shared screen

Messages sent to the bot land in your workspace inbox. Several people from your team look at the same conversation, and who is handling it is written above it. Because the inbox is shared, a message does not wait on one person’s phone.

Where is my order?
Sarah Miller
Brian D.
Do you have a price list?
Megan Clark
unassigned
InboxCount
Waiting conversations2
04

Messages with buttons

You can send tappable buttons under a message. The button they press comes back to you as a reply, and the customer sees an instant confirmation. When the options become buttons, the other side does not even open a keyboard.

What would you like to do?
message with buttons
Track shipmentOpen a returnTalk to an agent
The customer tapsResult
Track shipmentreply arrived
05

Reacting to a message

For short acknowledgements you can leave an emoji reaction on a message. The reaction is visible on the Telegram side too. A one-tap acknowledgement saves you from writing an unnecessary message.

Reaction left
the customer sees it too
ShortcutWhat for
Reactionshort acknowledgement
Quoted replylong topic
06

Quoted reply

You show which message you are answering by quoting it. The quote is visible on the Telegram side too. Because the subject is clear, the customer does not have to ask which question you answered.

Where is my order?
quoted message
Handed to the courier
your reply
In a long conversationVisible
Quoted replyon both sides
07

Sending large files

You send and receive photos, videos and documents inside the conversation. On the Telegram side, file size is limited to 50 MB, which is the highest limit among the channels you can connect. You send heavy files such as a catalogue or a technical drawing without splitting them.

catalogue-2026.pdf
you sent it
31 MB
LimitValue
File size50 MB
Message length4096 characters
08

The conversation ties to a customer record

You can tie a Telegram conversation to a record in your customer list. When the same person writes months later, the past exchange sits on their card. Because the history is at hand, you do not make the customer explain from scratch.

Sarah Miller
customer record · 5 conversations
connected
Shown on the cardSource
Order questionTelegram
Catalogue requestTelegram
09

Ready reply texts

You keep the answers you write often as ready texts in your workspace. Because Telegram does not use provider-approved templates, these texts go out as plain messages. With the ready text one click away, the same answer is not retyped every time.

Ready textHow it goes out
Shipping timesplain message
Payment optionsplain message
Store addressplain message
10

Disconnecting

When you disconnect the bot, no new Telegram message arrives. Your earlier conversations stay in your workspace. Even if you detach the bot, your history with the customer stays where it is.

Disconnected
no new messages arrive
Older conversations
stay in your workspace
After disconnectingStatus
Incoming message flowstopped
Past conversationsstay

What a Telegram connection changes

The Telegram chat lives on one person’s phone
The conversation sits on the workspace’s shared screen
To reach the customer you have to wait for them to write again
You can write whenever you want
Nobody knows who is handling a message
Every conversation has a named owner
Options are asked one by one in writing
Options go out as buttons
A file that was sent is lost along with the chat
The file is filed inside the conversation
A customer from Telegram never enters your records
The conversation is tied to the customer record
FAQ

Frequently asked questions

How is the Telegram connection set up?

You open a bot through BotFather and paste its key into the settings. No middleman service is needed; the bot works in your name.

Is there a reply time limit?

There is not. The 24-hour window of other messaging channels does not apply to Telegram; you write to the customer whenever you want.

Can I send a message with buttons?

You can. You put tappable buttons under the message; the button the customer presses comes back to you as a reply.

Can I leave an emoji reaction on a message?

You can. Reactions are supported on this channel and the customer sees yours on their own screen.

How large a file can I send?

On the Telegram side the limit is 50 MB. That is the highest file limit among the channels you can connect.

Do I need an approved template?

You do not. Telegram asks for no provider approval; you send your ready reply texts as plain messages.

Can several people from the team watch the same conversation?

They can. The conversation is on a shared screen and each one shows who is handling it.

If I disconnect, are the conversations deleted?

They are not. No new message arrives, but past conversations stay in your workspace.

LAST STEP

Do not wait your turn to reply.

Connect your bot and let the conversation land in the team’s inbox. Write to the customer whenever you want.

Free forever
No credit card neededFree foreverInstant setup
Telegram · Features · Workinno