Installation steps
- 1
Prepare
Create or choose a Telegram supergroup for support and turn on Topics in the group settings.
- 2
Configure
Connect the group from MivoChat Channels and promote the selected bot with Manage Topics permission.
- 3
Publish
Send a test question from the website and check that a topic appears with a public reference, locale, and page host rather than visitor identity.
- 4
Verify
Pin the support group for teammates, agree an owner for each new topic, and archive or close resolved conversations according to the team's routine.
Prepare a dedicated supergroup
Topics require a Telegram supergroup. A regular group may need to be upgraded as Telegram prompts; confirm Topics are enabled before connecting. Choose a group where everyone handling support can participate.
MivoChat attempts to create a forum topic for each conversation and names it with the public reference, locale, and page host. The topic card includes the page and first question, with visitor identity redacted; avoid renaming topics with customer email addresses or other sensitive details.
Grant only the topic permission needed
Add the shared @MivoChatBot or your own connected bot, then make it an administrator with Manage Topics so it can create conversation topics. Complete the connection in MivoChat Channels and use its connection check if available.
Pin the support group in each teammate's chat list and keep a simple owner convention, in the group's General/unthreaded chat or a separate internal chat. Topics have no private notes: every ordinary text message in a conversation topic reaches the visitor and takes over from AI. When a conversation is closed, MivoChat closes its Telegram topic when possible; Telegram may leave archived topics visible in the group's history.
If Telegram cannot create a topic
MivoChat has a fallback: if topic creation is refused for a permanent forum or permission problem, it posts a conversation card in the group's main chat and later messages thread through replies to that card. Fix Topics and permissions for the usual one-conversation-per-topic workflow.
For the broader connection walkthrough, see /guides/telegram-customer-support-bot. Then review /guides/telegram-team-handoff, /guides/telegram-support-notifications, /for/telegram-support, and /pricing to decide how the team will cover incoming chats.
Before you change the setup
- Who this is for
- a small SaaS support team that wants a dedicated Telegram destination for website visitors
- What you need
- group administrator access, MivoChat Channels access, and teammates added to the support group
- Where it goes
- a supergroup with Topics enabled and the connected bot granted Manage Topics
- Watch out for
- Topic creation can fall back to a reply-to-card message in the group if Telegram refuses forum topics
Test the support boundary
- Does a new visitor conversation get a topic named with a reference, locale, and page host?
- Can two teammates see and reply in the same topic?
- Does closing a conversation update or close its Telegram topic?
Frequently asked questions
Telegram says the group is not a forum
Enable Topics for the supergroup and confirm the bot's Manage Topics permission.
New messages land in the main chat
MivoChat falls back to a conversation card and reply-to-card mode when topic creation is refused; fix forum settings to restore separate topics.
A topic name includes sensitive information
MivoChat names topics from a public reference, locale, and page host, not visitor identity; don't add emails or secrets manually.
A resolved topic stays visible
Closing a conversation attempts to close the forum topic, but Telegram history can remain visible; archive it using your group's routine.
Keep exploring
Related guides
The r3-final-a evaluation measured 95% answerability-tier accuracy on 224 questions; this is an evaluation result, not a guarantee. AI replies use Anthropic. See the method and results and subprocessors and data locations.