How can my customers use Telegram with the Omnichannel Widget?

The Omnichannel Widget supports Telegram as a channel. This means your customers can initiate and continue conversations in Telegram from the Omnichannel Widget.

Starting a Telegram conversation from the Omnichannel Widget

To start a conversation using Telegram from the Omnichannel Widget, users can click on the Telegram card on the widget homepage. Telegram will then authenticate the user in Telegram web or on their mobile application — depending on what device the user is active on.

When the customer starts sending messages to your Telegram business account, these messages will arrive in the Inbox Queue as tickets or will trigger an automated flow in Flow Builder — depending on your Inbox configuration,

Switching a Live Chat conversations to Telegram

To switch a Live Chat conversation to Telegram, your customers need to navigate back to the widget homepage and choose Telegram. Once they are authenticated, they can start using Telegram to send messages. Keep in mind that the two conversations will not be automatically linked, so your agent will need to keep an eye on the new ticket coming into Inbox.