Telegram App Integration

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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. If you're looking to use a Telegram bot inside rooms or channels instead, see the Simple Telegram Bot integration.

Install Telegram app

To install the Telegram app in your workspace, follow these steps:

  1. Go to Administration > Apps > Marketplace.

  2. Search for the Telegram app.

  3. Click Install and and approve the required permissions.

You must enable the Omnichannel feature and assign agents or managers to handle Telegram messages.

Generate your Telegram bot token

To generate a Telegram bot token, follow these steps:

  1. Open the Telegram app on your phone or computer (make sure it’s installed).

  2. In the search bar, type and select Botfather.

    • It's an official, verified Telegram bot (look for the blue checkmark).

  3. Start a chat and tap Start to begin.

  4. Send the command: /newbot

  5. Follow the prompts:

    • Enter your bot's name (this is the display name).

    • Choose a unique username that ends in bot (e.g., example_bot).

  6. Once setup is complete, BotFather will send you a token which looks like:
    HTTP API <your-unique-token>

  7. Copy the API token, you will need it to connect your bot to your Rocket.Chat workspace.

Configure the Telegram app

To configure the Telegram app in your workspace, follow these steps:

  1. Go to Apps > Installed and click on the Telegram app to open its App Info screen.

  2. Go to the Settings tab.

  3. Fill in or adjust 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

  • Enter a comma-separated list of file types that agents and Telegram users can share.

Message Text Formatting options

Select the formatting style for your conversations. Available options are:

  • None

  • Html

  • Markdown

  • MarkdownV2

These formats support elements like bold, italic, underline, strikethrough, spoiler text, and more. See Telegram’s formatting guide for details.

  1. Click Save changes, then send messages to your bot to test the configuration. To view incoming or queued chats, go to Administration > Omnichannel > Current Chats. See Omnichannel Conversations 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.

Uninstall Telegram app

To delete the Telegram app from your workspace, follow these steps:

  1. Go to Administration > Apps > Installed.

  2. Click the kebab menu (three vertical dots) next to the Telegram app.

  3. Select Uninstall.

  4. Click Yes to confirm the uninstallation.

To learn more about Telegram bots, see the official Telegram bots guide.