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Omnichannel Social Inbox & Studio•Popular•Intermediate

Connecting Telegram Bot for Customer Support & Store Alerts

Create and connect a custom Telegram bot to handle customer conversations, receive instant order notifications, and alert staff of escalated chats.

5 min read•Updated 2026-09-18
In This Guide
  • Create a custom Telegram bot using Telegram's official @BotFather tool in 2 minutes.
  • Link your Bot Token to Conversora to receive customer chats directly in your Omnichannel Inbox.
  • Configure a private staff Telegram group to receive real-time order alerts and escalation chimes.
  • Enable Aura Bot to conduct conversational commerce directly within Telegram.
Prerequisites

Before configuring this feature, confirm that your store meets the following requirements:

Telegram Account:An active personal or business Telegram account.
conversora.io/admin/omnichannel-inbox
Connecting Telegram Bot for Customer Support & Store Alerts
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Interface view for this workflow.

1. Creating Your Bot with @BotFather

All Telegram bots are created through Telegram’s official administrative bot, @BotFather.

Creating a bot is free and takes less than two minutes. You will choose a public display name and a unique username ending in 'bot' (e.g. AuraLiving_Bot).

1

Open Telegram & Search @BotFather

Open the Telegram app and search for '@BotFather' (look for the verified blue checkmark).

Path:Telegram App → Search '@BotFather'
2

Send /newbot Command

Start a chat with BotFather and send the command: /newbot.

Path:BotFather Chat → Send /newbot
3

Name Your Bot

Follow the prompts to enter your bot's display name and unique username ending in 'bot'.

Path:BotFather Prompts → Enter Name & Username
4

Copy API Token

BotFather provides an HTTP API Token (e.g., 7123456789:ABCdefGHIjklMNOpqrs). Copy this token.

Path:BotFather Message → Copy Token

2. Linking Token in Conversora Admin

Once you have your token, link it inside Conversora to activate the webhook pipeline.

Your token is stored using AES-256 encryption. Conversora immediately verifies the token with Telegram's getMe API to confirm the bot is healthy.

1

Navigate to Telegram Settings

In the admin console, go to Messaging > Connections and find the Telegram card.

Path:Admin Sidebar → Messaging → Connections → Telegram
2

Paste Bot Token

Paste your copied API Token into the field and click 'Connect Bot'.

Path:Telegram Modal → API Token Field → Connect Bot
3

Verify Webhook Confirmation

Conversora registers the webhook. The status updates to 'Active' with your bot's username displayed.

Path:Telegram Status → Green Active Badge

Practical Business Scenarios

How leading merchants implement this functionality in daily operations:

Instant Staff Order Notifications
Situation: A merchant wants all packing team members to be alerted on their phones the second a prepaid order is confirmed.
Best practice: Create a private Telegram group for your packing team, add your connected store bot, send /start to capture the Chat ID, and configure it under Settings > Notifications > Telegram Alerts.

Troubleshooting & Common Issues

Diagnose and resolve frequent failure points quickly:

Problem: Conversora reports 'Invalid Telegram Token'
Why this occurs: The copied token contained extra whitespace or characters from the BotFather message.
Resolution: Copy only the exact string of numbers and characters (e.g. 123456789:AAH...) and paste it again.

Frequently Asked Questions

Can customers order directly through Telegram?

Yes. Aura Bot can guide Telegram customers through product selection and take their delivery address to generate confirmed orders, identical to Instagram.