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Telegram Integration with Live Chats

Connect Telegram with your live chat platform to manage customer conversations in one place.
M
Megha KR
3 Jul, 2025 - Updated  10 hours ago

Feature Availability 

Vtiger Editions: One Pilot | One Growth | One Professional | One Enterprise


Introduction

Telegram Messenger is an online app that lets you send messages safely with end-to-end encryption. In addition to sending messages, you can share multimedia files and links to documents.

Telegram supports advanced communication features, including replies, mentions, and hashtags, which help organize conversations and enhance clarity. Since Telegram is cloud-based, it uses very little storage space on your phone or computer and works across multiple devices simultaneously.

For advanced use, Telegram allows you to create bots using tools such as BotFather and Bot Tokens.

Let's explore how to send Telegram messages from various modules in Vtiger CRM.


Telegram Integration in Vtiger CRM

You can integrate your Telegram account with Vtiger CRM. With this integration, you can:

  • Send or receive messages from different screens in the CRM
    • You can send a Telegram message from any module in the CRM, provided the module is linked to a Contact with a Telegram ID. For example, you can send a message from a Deal Summary View, provided -
      • The Contact associated with the Deal is a Telegram user.
      • You have added their Telegram ID to their Contact record. 
    • You can send messages using the Telegram icon visible on different screens ( like the List View and Summary View).
  • From the Live Chats console in the CRM 
    • You can send or receive a Telegram message from your Leads and Contacts in the Live Chats console.
    • You can send messages using the Telegram icon available in the drop-down.

You can add emojis, images (GIFs, JPG, PNG images), and PDF documents as downloadable links in your messages.


Benefits of integrating Telegram Messenger with Vtiger CRM

The following are the benefits of integrating Telegram Messenger:

  • Real-time messaging: Instantly send and receive Telegram messages from within your system.
  • Secure communication: End-to-end encryption ensures your conversations remain private.
  • Multimedia sharing: Send images, videos, and documents along with text messages.
  • Access anywhere: Use Telegram across devices—phones, tablets, and desktops—without losing messages.
  • Bot automation: Automate tasks and trigger messages using Telegram bots.
 

In this article, you will learn about:

  • Creating a Telegram account
  • Logging into the Telegram Desktop or web app
  • Installing the Telegram Add-on in Vtiger CRM
  • Installing the Live Chats in Vtiger CRM
  • Retrieving the Bot Token from the Telegram app
  • Configuring the Bot Token in CRM
  • Sending Messages using Telegram from Live Chats
 

Key Terminology

Key Term

Definition

Telegram Messenger

Telegram is a cloud-based instant messaging application that interacts with users on the Telegram messaging platform.

Bot

A bot, a shortened term for robot, is a software application that performs automated tasks.

BotFather

The BotFather is a special bot on the Telegram messaging platform that allows users to create and manage other bots. 

Bot Token

A Bot Token is a unique authentication key that identifies and authenticates a bot when interacting with a messaging platform or service.



 

Creating a Telegram Account from your Mobile Device

You can easily create a Telegram account for free. To create a Telegram account, you need:

  • An Android or iOS device with an active phone number.
  • The Telegram mobile app is downloaded on your Android or iOS device.

Note:

  • You cannot directly create a Telegram account on your desktop app. You first need to connect your Telegram account with your phone number. 
  • When you sign up for Telegram, you will have to provide your phone number so that Telegram can send you a text message.
  • To use the Telegram account on your desktop app, you first need to sign in to the app using your mobile number.

Once you are registered and authenticated, you can log into Telegram's web and desktop apps, where you can send and receive messages from your browser, desktop, laptop, or tablet. 

Follow these steps on your mobile device to get started:

  1. Download the Telegram app from the Google Play Store or the Apple App Store.
  2. Launch the Telegram app.
  3. Tap Start Messaging.
  4. Enter your phone number, including the country code. 
  5. On an iPhone, tap Next, and on an Android, tap the blue arrow to continue. 
  6. Telegram will send you a text message to verify that the phone number belongs to you. 
  7. Check your messages.
  8. Copy and enter the code into the app and tap Next or the blue arrow.
  9. Enter your details like your first name, last name, and add a profile picture (optional).

Note: You do not have to enter your real name or add a real picture of yourself. (Just like your WhatsApp profile or Facebook profile).

  1. Tap Next or the blue arrow when you're done.
  2. After you sign up, Telegram will ask for permission to access your contacts and call log, and make and receive calls using your phone. Give or restrict these permissions as required. 

Now you are ready to start messaging from Telegram on your phone. You can also access the Telegram app from your Desktop or Web app. Let us see how.

 

Logging into Telegram from the Desktop or Web app

Follow these steps to log into Telegram from the Desktop or Web app: 

  1. Open the browser of your choice.
  2. Go to desktop.telegram.org to download the desktop app for your operating system.
  3. Launch the Telegram desktop app.
  4. Select Start Messaging. A QR code is displayed on the screen. 
  5. To activate it, open the Telegram app on your phone, go to Settings, and tap Devices.
  6. Tap Scan QR Code.
  7. Hold the camera up to the QR code in the desktop app.
  8. After scanning the code, you'll be logged into your account. You can now begin chatting in Telegram on the desktop app.

Alternately, you can use web.telegram.org for messaging.

Follow the steps below to log in from web.telegram.org:

  1. Go to web.telegram.org.
  2. Enter the phone number connected to your account.
  3. Enter the code sent to your phone. 

You will be immediately logged into your Telegram account.


 

Generating a Bot Token in Telegram

To integrate your Telegram Bot with Vtiger CRM, you will need a Bot Token, which is generated using BotFather on Telegram.

  • Use BotFather to create your bot and generate the Bot Token.
  • Copy the generated token and paste it into Vtiger CRM in the Telegram integration settings. 
  • Once authenticated, your bot will be successfully connected to Vtiger, and you can start sending and receiving messages.

Follow these steps to generate a Bot Token in Telegram:

  1. Log in to Telegram from your device or web.telegram.org.
  2. Look for BotFather. 
  3. Send a message to BotFather to begin creating your bot, and enter a username when requested.
  4. Add a name. The BotFather will generate a Bot Token.
  5. Copy the token to Notepad.

The Bot Token is used to connect Telegram with Vtiger and eventually to send messages.

Note: 

  • Save your Telegram name (ID) and the Bot Token safely.
  • Only one Bot Token is generated and associated with each Bot Name or ID. 

The Bot Token is used to connect Telegram with Vtiger and eventually to send messages. Save it in a safe place. Now, the next few steps require you to go to Vtiger CRM.

Installing the Telegram Add-on

Telegram is a free add-on in Vtiger CRM that can be installed from the Extension Store.

Follow these steps to install the Telegram Add-on:

  1. Log in to the CRM.
  2. Click the User Profile in the top right corner of the screen.
  3. Click Settings. The Settings page opens.
  4. Go to Extensions.
  5. Click Add-ons. The Add-on page opens.
  6. Type Telegram in the search bar. The Telegram Add-on appears.
  7. Click Install. A message appears asking if you’re sure about continuing with the installation or upgrade.
  8. Click Yes.

A success message will be displayed. Once you have installed it successfully, you can find it under Essentials > Tools > Others > Telegram.


 

Integrating Telegram Messenger with Vtiger CRM

In this section, let us learn how to integrate Telegram Messenger with Vtiger CRM.

Integrating Telegram with Vtiger CRM requires you to do the following: 

Step 1: Installing the Telegram app 
Step 2: Create an account and retrieve the Bot Token from the Telegram app
Step 3: Configuring the Bot Token with Vtiger CRM


Step 1: Installing the Telegram app

Android users can go to the Play Store app on their phone and download the app. iOS users can download it from the App Store. 

Once you install the app, set up a Telegram account for your phone number using BotFather.

 

Step 2: Creating an account and retrieving the Bot Token from the Telegram app

After you install the Telegram app on your phone, you must set up an account using your phone number. 

Once your account is set up, you must create a new bot using BotFather. After your Bot is created, a Bot Token is generated. This token has to be pasted in the Telegram module in the CRM.

Follow these steps to retrieve the Bot Token:

  1. Log in to your Telegram app.
  2. Type @BotFather in the search bar. The BotFather chat window opens.
  3. Click Start to start the conversation.
  4. Type /newbot.
  5. Click Send.
  6. Type a unique username that ends in bot (Can be used by other Telegram Users to search for and identify your bot).
Note: The name of your bot must end with bot.
  1. Click Send. BotFather will generate an access token.
  2. Copy the generated access token.

You will see a message with an access token copied to the clipboard. Now, you can configure the Bot Token in Vtiger CRM.

 

Step 3: Configuring the Bot Token with Vtiger CRM

Follow these steps to configure the Bot Token:

  1. Log in to the CRM.
  2. Go to Tools.
  3. Select Telegram. The Telegram module opens.
  4. Click Settings.
  5. Click Add Bot Token.
  6. Click +Add. The Configure Bot Token window opens.
  7. Paste the Bot Token copied earlier from the Telegram app.
  8. Click Save.

The system displays a success message if the configuration is successful. You can now access Telegram from the All Channels section in the Live Chat console to begin messaging.

 

Sending Messages using Telegram from Live Chats

Once Telegram is integrated with the Live Chats module in Vtiger CRM, support agents can directly respond to customers who send messages through Telegram. These conversations will appear in the Live Chats console.

Follow these steps to send a message from the Live Chats:

  1. Log in to the CRM.
  2. Go to Essentials > Conversations > Live Chats.
  3. Select the Telegram Conversation. In the chat list, Telegram conversations are labeled with the Telegram icon.
  4. Click on the relevant conversation to open it.
  5. Use the message input box at the bottom to type your response.
  6. Send the Message. The message will be instantly delivered to the user's Telegram chat.

Your agents can now manage Telegram chats alongside other live chats in one place.
 

Viewing Telegram records in the CRM

The sent and received messages can be viewed in the Telegram module within the CRM. The Telegram module offers two views for displaying messages: List View and Kanban View.

  • The List view displays conversations sorted by the most recent message, allowing you to quickly track the latest interactions.
  • The Kanban view organizes conversations based on the frequency of contact, helping you identify which contacts are most active.

References


 
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Telegram Integration with Vtiger CRM Live Chats in Vtiger CRM
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