Hand off website chats to your Telegram team

Installation steps

1. 1

   Prepare

   Connect a Telegram supergroup and create a test website conversation so MivoChat opens its topic.

2. 2

   Configure

   Let AI answer a question supported by your site, then type a plain-text reply in the topic to take over and send it to the visitor.

3. 3

   Publish

   Use /ai to resume AI, /ai <instruction> for a supervised redraft, /close to close, and /help to display the command list.

4. 4

   Verify

   Agree how teammates claim ownership in General/unthreaded chat or a separate internal chat before replying. Topics have no private notes: every ordinary text message reaches the visitor and takes over from AI. Use the shared @MivoChatBot or connect your own bot, then test delivery from the selected identity.

A topic is the handoff context

The bot maps incoming operator messages to a conversation by Telegram topic, or by replying to its conversation card when topics are unavailable. Plain text in that context is sent as a visitor-facing reply and applies a human reply action; typing in the group main thread without a topic does not answer a customer.

For supported questions, AI can answer using the public website including pricing, help, and documentation. When the conversation needs a person, teammates should coordinate ownership in General/unthreaded chat or a separate internal chat, then send the visitor-facing answer in the conversation topic. Topics have no private notes; every ordinary text message reaches the visitor and takes over from AI. This is a focused handoff workflow rather than a full ticket queue.

Use only the commands the bot handles

The verified commands include /ai, /ai <instruction>, /close, and /help. Bare /ai resumes AI; an instruction asks for a supervised redraft, /close closes the conversation, and /help lists operator commands. /auto is also supported and leaves supervised mode, sending a held reply.

Multiple people in the connected Telegram group can reply. Coordinate ownership in the group's General/unthreaded chat or a separate internal chat; topics have no private notes, and every ordinary text message there reaches the visitor and takes over from AI. The webhook attributes an answer to a linked workspace member when its Telegram account is linked, otherwise to the sender's first name; coordinate a single owner so two teammates do not send conflicting messages.

Choose the bot identity

The shared @MivoChatBot is the quickest path for a team that wants the common bot. A team can also connect its own bot through the channel setup. Whichever option you use, make it an administrator with Manage Topics and keep replies in the conversation's topic.

Read /guides/telegram-topics-support-setup for group setup and /guides/telegram-support-notifications for notification habits. Also see /guides/telegram-customer-support-bot, /for/telegram-support, and /pricing to plan the wider workflow.

Before you change the setup

Who this is for

a small SaaS team sharing customer conversations in Telegram

What you need

an active Telegram channel, a team convention for ownership, and a shared or connected custom bot

Where it goes

the specific visitor conversation's topic or its reply-to-card thread

Watch out for

Typing plain text sends a visitor-facing reply; Telegram group chat without conversation context is not a handoff

Test the support boundary

• Does a plain-text topic reply reach the visitor?
• Does bare /ai resume the AI after a teammate takes over?
• Does /close close the conversation and its topic?

Related guidance

See /guides/telegram-topics-support-setup for permissions and /guides/telegram-support-notifications for alerts; continue to /guides/telegram-customer-support-bot, /for/telegram-support, and /pricing.

Frequently asked questions