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Messaging channels

A channel is the way your customers write to you. Today there is only one, the company's Telegram bot, and everything it receives lands in Conversations. These are not the sales channels on documents — shop, wholesale, website — those are in Sales channels.

Where to find it: Sidebar → CRM → the Channels tab

To connect the company's bot:​

It takes about two minutes. The bot belongs to your company; you give it its name and picture at BotFather.

  1. In Telegram, open @BotFather, Telegram's official bot for bots, and send /newbot.
  2. Give it a name — for example the company name — and a username ending in "bot".
  3. BotFather sends you a long token. Copy it in full.
  4. CRM → the Channels tab, paste the token into Bot token and press Check and connect.
  5. Write to the bot from your phone. The message should appear in Conversations within 10 seconds.

The token is checked with Telegram before it is saved, then kept encrypted and never shown to anyone again. If you need it again, ask BotFather for it with /token.

The company owner connects the bot. A bot serves a single company, and a company has a single bot.

The QR code​

The QR code opens the conversation with the bot: the customer scans it and writes to you, without searching for the bot by name. Under the code is the bot's address, https://t.me/…, which you put on your website or in your signature as a link.

Change token and Disconnect​

Change token is for a new token of the same bot, for example after you revoked it at BotFather. The conversations stay and continue.

If you paste another bot's token, that bot replaces the old one. Messages sent to the old bot no longer reach the CRM, and you can no longer reply in the conversations with it. The QR code changes too, and so does the https://t.me/… address under it, so you replace them wherever you put them.

Disconnect stops the bot for the company, after a confirmation. The conversations received stay readable, but you can't reply to them until you connect it again. If you connect the same bot again, the conversations continue.

What can trip you up​

The status shows "Interrupted". Telegram no longer recognises the bot token — usually it was revoked at BotFather. Get the new token with /token, press Change token, paste it and press Check and connect: the status turns "Connected" on the spot. Resend the replies that didn't go out while it was interrupted.

"This does not look like a BotFather token". The token has to be copied in full: digits, a colon, then letters — for example 7412345678:AAH….

"Bot @… is already connected to another company." A bot receives the messages of one company only. Create another one at BotFather.

Messages from a group don't appear. The bot only receives the private conversations with it. Messages from Telegram groups and channels don't reach the CRM.