With the Telegram app, you can send and receive Omnichannel messages in Rocket.Chat using a Telegram bot. This allows your workspace to manage Telegram conversations alongside other support channels, with access to full chat history and bot-based replies.
Key features of the Rocket.Chat Telegram app
Centralized inbox: Manage Telegram conversations from a single inbox with unlimited chat history.
Multimedia support: Chat with customers using text, images, videos, and more.
Quick Replies: Automate responses with bot-powered quick replies.
The Telegram app is used specifically for Omnichannel conversations. To use the Telegram bot inside channels or other rooms, see the Simple Telegram Bot integration.
Install Telegram app
To install the Telegram app in your workspace:
Go to Marketplace
> Explore.Search for the Telegram app.
Click Install and approve the required permissions.
Before the app can receive messages, you must enable the Omnichannel feature and assign agents or managers to handle Telegram messages.
Generate your Telegram bot token
Before connecting Telegram to your workspace, you need to create a Telegram bot and generate an API token. This token is what allows Rocket.Chat to authenticate and communicate with Telegram on your behalf.
To generate a Telegram bot token:
Install the Telegram app on your phone or computer.
In the search bar, find and select BotFather. It's an official, verified Telegram bot (look for the blue checkmark).
Tap Start to begin the chat.
Send the command:
/newbotFollow the prompts to:
Enter your bot's name. This is the public display name.
Choose a unique username that ends in
bot, for example,support_bot.
Once the setup is complete, BotFather will send you a message with the link to your bot and your API token in the format:
HTTP API: <your-unique-token>Copy the API token. You’ll need it to connect the bot to your Rocket.Chat workspace..
Configure the Telegram app
To configure the Telegram app in your workspace, follow these steps:
Go to Marketplace
> Installed.Click on the Telegram app to open its App Info screen.
Navigate to the Settings tab and configure the following fields as needed:
Field | Description |
|---|---|
Telegram Bot Token * | The token you received when generating your Telegram bot. |
Default Department Id or Name | Add the ID or name of the department that should handle Telegram chats. This limits conversations to agents in that department. |
Service Unavailable Message | Message sent when no agents are online. |
Welcome Message | Message sent when a customer sends their first message. |
Conversation Finished Message | Message sent when an agent closes the conversation. |
Agents Display Name | Choose to display the agent’s name, username, or nothing. |
File Upload Enabled | Enable or disable file sharing during conversations. |
Accepted Media Types |
|
Message Text Formatting options | Select the formatting style for your conversations. Available options are:
These formats support elements like bold, italic, underline, strikethrough, spoiler text, and more. See Telegram’s formatting guide for details. |
Click Save changes.
After configuring the app, you can send the bot link to your users for them to start sending messages on Telegram. Refer to Telegram Agent's Guide for more details.
You will only receive messages if you have set up a department. Only agents assigned to that department will be able to receive and respond to Telegram chats.
To view incoming or queued chats, go to Manage
> Omnichannel > Current Chats. See Omnichannel Conversations guide for more details.
Uninstall Telegram app
To delete the Telegram app from your workspace, follow these steps:
Go to Marketplace
> Installed.Click the kebab menu (three vertical dots) next to the Telegram app.
Select Uninstall and click Yes to confirm.
To learn more about Telegram bots, see the official Telegram bots guide.