Reply from Telegram topics. Answers from your docs. Team replies in Slack or Telegram.

Keep customer threads from blending together

A group chat is convenient until several customers report issues at once. A question about a failed sync can be lost among release notes, teammate messages, and another customer’s billing issue. Telegram topics give each handed-off conversation a separate place for the team to read context and reply. The customer does not need a Telegram account; they continue the conversation in your website widget.

Questions might be “Can I ask a question from the website?”, “Why did my sync fail?”, “Where can I change the webhook endpoint?”, and “What if the docs do not cover my issue?” Public instructions can answer the endpoint question. A sync failure tied to a particular account likely needs a teammate. Distinguishing those cases keeps the human channel useful rather than sending every routine lookup into Telegram.

• Choose a Telegram group and decide who watches incoming topics.
• Keep public setup and troubleshooting pages current.
• Tell visitors when a human response may take longer.

Telegram topics carry the human conversation

When MivoChat cannot answer safely from the connected docs, it can hand the visitor conversation to Telegram as a topic. Your teammate reads the question and prior messages, then replies in that topic. The customer sees the response live in the website widget. A teammate can take over, hand the chat back to AI once the exchange is ready for routine support again, or close it.

Connect the pages that answer repeat questions first: setup, plan details, API basics, and common troubleshooting. MivoChat should say “I don’t know” when those pages do not support an answer and route it to the team. A topic is an inbox item, not a guarantee that someone has seen it. Set notifications and coverage expectations that match the size and schedule of your team.

Model costs in replies as well as topics

Starter is $29/month for 1,000 AI replies, 3 seats, and one site. Pro is $99/month for 10,000 replies, 10 seats, and five sites. Each AI response counts toward the plan limit. At the default 3 responses per AI-handled conversation, Starter’s allowance corresponds to roughly 333 conversations.

Fin’s rate of $0.99 per resolved conversation means that same 333-conversation illustration is about $329.67 before seats. The units differ: MivoChat counts responses, while Fin counts resolved conversations; a longer Telegram handoff flow may use more AI replies before a human takes over. There is no MivoChat per-resolution fee. At the limit, the conversation is routed to a person. Paid billing checkout is coming soon, and the free trial is 14 days with no card.

Install the widget, then test the Telegram route

Add the widget to the public pages where visitors look for product help. A standard script installation is: <script src="https://mivochat.app/widget.js" data-site="YOUR_SITE_KEY" async></script>. For a Next.js App Router marketing or documentation site, use the shared layout’s supported script placement using next/script. Keep the visitor widget visible on the public site even though your team handles escalations in Telegram.

Connect your Telegram destination and test a complete exchange. Ask a documented setup question, then ask why an individual sync failed. Confirm that the first is grounded in the relevant page and the second creates a topic. Reply from Telegram and verify the message appears in the web widget. Test the controls to take over, return to AI, and close, then decide who receives topic notifications during working hours.

A topic does not grant account access

MivoChat cannot inspect a customer’s private account, view sync logs, change settings, or run an action because the conversation arrived in Telegram. Do not ask for passwords, access tokens, or unnecessary personal data in the public conversation.

Route account-specific errors, billing disputes, data requests, and incidents to a person who can investigate through approved internal tools. If the answer is absent from the docs, the assistant can acknowledge that and hand off. Keep topics assigned and close them when finished so the customer has a clear owner and your Telegram group remains readable.