Installation steps
Set up the support group
Create a Telegram supergroup for support, enable Topics in group settings, and add the shared @MivoChatBot or your own bot as an administrator with Manage Topics permission. Choose a group the people on support duty can access from desktop and phone. In Telegram group settings, confirm the group is a supergroup with Topics enabled before connecting the bot; a regular group does not provide the per-conversation topic behavior this workflow needs. Give the bot Manage Topics permission so it can create a topic when the first visitor message arrives.
Connect MivoChat
In MivoChat's Channels settings, start the Telegram connection and choose either the shared @MivoChatBot or connect your own bot. Choose the supergroup with Topics enabled. Complete the authorization and confirm the connected destination before announcing the support route. If the bot joins but no conversation topic appears, reopen the group administrator list and check Manage Topics, then start a new web conversation to test topic creation. Keep customer replies inside that conversation topic rather than the general group chat so the bot can match the response to the right visitor.
Test from both sides
Send a question from a published widget, reply from its Telegram topic, and verify the visitor sees the response. Test taking over from AI, handing back, and closing a conversation.
Set a support routine
Name who watches the group, what response time you can keep, and how urgent production issues are escalated. Do not ask users to share credentials or secrets in chat.
Before you change the setup
a group administrator, Topics enabled, and bot permission to manage topics in the support group
a Telegram supergroup with Topics enabled, connected from MivoChat Channels → Telegram
the bot routes website conversations into Topics; it does not replace a ticket history system or define response coverage
Test the support boundary
- Where can I find the SDK install command?
- What details should I include for a failed webhook?
- Can you look up another customer's account information?
Frequently asked questions
The bot joins but cannot create a conversation topic
Promote it with the Manage Topics permission in the supergroup and confirm Topics are enabled in group settings.
Two people answer the same visitor
Agree who owns new topics and mark handoff status in the topic before sending a second reply.
A Telegram message does not reach the widget
Reply in the specific conversation topic rather than the general group chat, then test with a new browser session.
The connection targets the wrong group
Disconnect or reconfigure the Telegram destination in Channels settings and run a fresh test against the intended supergroup.