Telegram AI Chatbot - Customer Service
An AI customer service chatbot on Telegram answers people who message your Telegram bot, using your own business information, and passes the chat to your team when a person is needed. Conversations arrive in the same Team Inbox as your other channels.
It is part of every plan. You connect your own AI provider account (OpenAI, Google Gemini, xAI Grok or Anthropic Claude) and pay the provider for usage.
Before you start
- Connect your Telegram bot. See Telegram.
- Connect an AI provider and create a knowledge base with your business information. See WhatsApp AI chatbot, step 1; the steps are the same.
Install the template
- Go to Engage > Automations and click Add Rule.
- Set the filter to Telegram.
- Find Customer Service GPT for your business - AI Chatbot (Telegram) and click Install Rule.
- The rule is created on the Telegram tab and switched on. It uses the Incoming Telegram Messages trigger and only answers text, voice notes and images in a Private Chat, so it stays quiet in groups and channels.
If Install Rule is greyed out, another rule on the Telegram tab is on. Turn it off first. See one chatbot per channel.
Finish the setup
- Open the rule and expand the AI Conversation action.
- On the Prompt tab, adjust the System Message (Prompt) with your business name and tone.
- On Configuration, check the AI Provider and Model.
- On Built-in Tools, under Enable File Search, choose your Knowledge Base.
- Click Save.
To answer group chats as well, edit the Telegram Chat Type condition.
Test it
Use the Playground tab in the action, then message your Telegram bot from your own Telegram account. Ask for a person to check the handover: the chat moves to the unassigned queue for your team.