WhatsApp and Instagram get all the attention. But if your customers are in Russia, Ukraine, Iran, parts of Southeast Asia, or the crypto/tech community—Telegram is where they live.
900 million monthly active users. Growing fast in markets where WhatsApp is either banned, limited, or simply less popular. And unlike WhatsApp Business API, Telegram's Bot API is free and incredibly developer-friendly.
This guide shows you how to build AI-powered customer support on Telegram.
Why Telegram for Business
Where Telegram Dominates
Geographic Strongholds
- Russia & CIS countries: Primary messaging app
- Iran: De facto standard (WhatsApp restricted)
- Parts of Southeast Asia: Growing rapidly
- Tech/crypto communities: Default communication
- Privacy-conscious users: Global
User Demographics
- Younger, tech-savvy audience
- Higher than average engagement rates
- Communities (groups/channels) drive discovery
- Users expect automation and bots
Telegram Advantages for Business
No API Costs Unlike WhatsApp Business API (which charges per conversation), Telegram's Bot API is completely free. No per-message fees. No minimum spends.
Developer-Friendly
- Well-documented API
- No approval process for basic bots
- Webhooks and long-polling supported
- Rich message formats (buttons, keyboards, media)
Feature Rich
- Inline keyboards for interactive responses
- Custom commands (/help, /order, etc.)
- Group/channel integration
- Payment processing built-in
- File sharing (up to 2GB)
Privacy Features
- Secret chats option
- Self-destructing messages
- No phone number exposure (username-based)
Telegram Bot Fundamentals
How Telegram Bots Work
Unlike human accounts, bots are automated accounts controlled via API:
- Create bot via @BotFather
- Receive API token
- Connect to your backend (or platform like Oxaide)
- Bot receives messages and sends responses
Bot Capabilities
- Receive and respond to messages
- Send proactive notifications (if user initiated first)
- Process payments
- Handle inline queries (search from any chat)
- Manage group memberships
Bot Limitations
- Cannot initiate conversations (user must start)
- Cannot see messages in groups unless mentioned or admin
- Cannot add users to groups without permission
Creating a Telegram Bot
Step 1: Talk to @BotFather Open Telegram, search for @BotFather, and start a chat.
Step 2: Create New Bot
You: /newbot
BotFather: Alright, a new bot. How are we going to call it?
You: My Business Support Bot
BotFather: Good. Now let's choose a username. It must end in 'bot'.
You: mybusinesssupport_bot
BotFather: Done! Your new bot is ready. Use this token: 123456:ABC-DEF...
Step 3: Configure Bot Settings
/setdescription - What appears when users first find your bot
/setabouttext - Short bio in profile
/setuserpic - Bot avatar
/setcommands - Available commands list
Step 4: Connect to AI Platform Use the token to connect to your customer support platform (Oxaide, custom backend, etc.)
Building AI Customer Support on Telegram
Architecture Overview
Customer Message → Telegram Bot API → Webhook/Polling → AI Platform → Response → Customer
Basic Setup with Oxaide
- Create bot via @BotFather (get token)
- In Oxaide console, go to Channels → Telegram
- Enter bot token
- Configure webhook URL
- Test with a message
Key Conversation Flows
Welcome Message When user starts conversation with /start:
Welcome to [Business Name] Support! 👋
I'm here to help with:
• Product questions
• Order status
• Returns and refunds
• General inquiries
Just type your question or use these quick options:
[📦 Track Order] [📋 View Menu] [❓ FAQ]
Command Handling Set up commands for common actions:
/start - Begin conversation
/help - List available options
/order - Check order status
/contact - Reach human support
/hours - Business hours
/location - Address and directions
Inline Keyboards Create interactive button responses:
What would you like to do?
[Track My Order] [Check Availability]
[View Pricing] [Speak to Human]
Message Types and Formatting
Text Messages Standard replies with Markdown formatting:
*Bold text* for emphasis
_Italic text_ for softer emphasis
`Code text` for technical terms
[Link text](https://url.com) for clickable links
Media Messages
- Photos (product images, charts)
- Documents (PDFs, invoices)
- Voice messages (accessibility)
- Location (store addresses)
Interactive Elements
- Inline keyboards (buttons within message)
- Reply keyboards (persistent options)
- Polls (feedback collection)
Use Case: E-commerce Support on Telegram
Order Management Flow
Customer: "Where is my order?"
Bot Response:
I can help you track your order! 📦
Please provide your order number, or if you ordered using this Telegram account, I can look it up automatically.
[🔍 Enter Order Number] [📜 View Recent Orders]
After Order Number Provided:
Order #12345 Status: In Transit 🚚
📅 Ordered: December 2, 2025
📦 Shipped: December 3, 2025
🚛 Carrier: DHL Express
📍 Last Update: Arrived at local facility
Estimated Delivery: December 5-6
[📍 Track on DHL] [🔔 Get Updates] [❓ Issue with Order]
Product Inquiry Flow
Customer: "Do you have iPhone 15 cases in blue?"
Bot Response:
Yes! We have 3 blue iPhone 15 cases in stock:
1. Slim Silicone Case - $29.99
[Image]
[View Details] [Add to Cart]
2. Clear MagSafe Case - $39.99
[Image]
[View Details] [Add to Cart]
3. Rugged Armor Case - $49.99
[Image]
[View Details] [Add to Cart]
[See All iPhone 15 Cases] [Other Colors]
Return Request Flow
Customer: /return
Bot Response:
I can help you start a return.
First, which order contains the item you'd like to return?
[📦 Order #12345 - Dec 2]
[📦 Order #12340 - Nov 28]
[📦 Order #12335 - Nov 25]
[🔍 Enter Different Order]
After selection:
Order #12345 - Which item(s) would you like to return?
☐ iPhone 15 Blue Case - $29.99
☐ Screen Protector (2-pack) - $14.99
☐ USB-C Cable - $12.99
[Select items to continue]
Use Case: B2B Lead Qualification on Telegram
Lead Capture Flow
Company Bot Welcome:
Welcome to [Company Name]! 🏢
Are you here for:
[💼 Business Inquiry] [📚 Product Info] [🛠️ Support]
After "Business Inquiry":
Great! To connect you with the right team member, a few quick questions:
What best describes your company size?
[1-10 employees] [11-50] [51-200] [200+]
Continue qualification:
And what's your primary interest?
[Software Integration] [Bulk Pricing] [Partnership] [Other]
After qualification:
Thanks for the info! Based on your responses, I'll connect you with our Enterprise team.
They typically respond within 2 hours during business hours (9 AM - 6 PM SGT).
Want me to schedule a call instead?
[📅 Schedule Call] [📧 Email Me] [✉️ Wait for Reply]
Use Case: Crypto/Web3 Support
Telegram is the default for crypto communities. Special considerations:
Security-First Messaging
⚠️ Security Reminder:
- We will NEVER ask for your seed phrase
- We will NEVER DM you first asking for funds
- Verify you're talking to @official_bot (not impostors)
How can I help you today?
[🔗 Wallet Connection] [💱 Transaction Help] [📊 Token Info]
Transaction Support
Customer: "My swap has been pending for 30 minutes"
Bot Response:
I can help investigate your pending swap.
Please provide the transaction hash (starts with 0x...) and I'll check the blockchain status.
[📋 How to Find TX Hash] [🔄 Stuck Transaction Guide]
Common reasons for delays:
• Network congestion (check gas prices)
• Low gas price (may need to speed up)
• Token approval pending (separate transaction)
Community Management
For Telegram groups, bots can:
- Auto-moderate spam
- Answer FAQ in-group
- Welcome new members
- Track sentiment
Advanced Telegram Features
Inline Mode
Let users query your bot from any chat:
User (in any chat): @mystore_bot blue iphone case
[Inline results appear with products]
Configure with @BotFather: /setinline
Telegram Payments
Built-in payment processing:
- Connect payment provider (Stripe, etc.)
- Send invoices directly in chat
- Handle payment confirmations
- Send receipts
Deep Linking
Create links that start specific flows:
https://t.me/mybusiness_bot?start=orderstatus_12345
Bot receives: /start orderstatus_12345
Can automatically show order #12345 status.
Channel Integration
Bots can post to channels you manage:
- Order notifications
- Inventory alerts
- New product announcements
- Company updates
Telegram vs WhatsApp for Business
| Feature | Telegram | |
|---|---|---|
| API Cost | Free | Per-conversation fees |
| Bot Approval | Instant | Requires Meta approval |
| Message Templates | Not required | Required for outbound |
| File Size Limit | 2 GB | 100 MB |
| Groups | Up to 200,000 | Up to 1,024 |
| Channels | Unlimited subscribers | No equivalent |
| Payment Integration | Native | Via catalog only |
| User Base | 900M global | 2B+ global |
| Best Markets | Russia, CIS, tech/crypto | Global, strongest in APAC/LATAM/Europe |
Use Telegram when:
- Your audience is in Telegram-dominant markets
- You need free API access
- You want rich bot features
- You serve tech-savvy customers
Use WhatsApp when:
- Your market prefers WhatsApp
- You need proactive messaging (with templates)
- You want Meta business integration
- Your customers expect WhatsApp
Use Both when:
- You serve multiple geographic markets
- You want maximum channel coverage
- Your AI platform supports both (like Oxaide)
Getting Started with Telegram
Week 1: Basic Setup
- Create bot via @BotFather
- Connect to AI platform
- Set up welcome message and basic FAQ
Week 2: Commands & Keyboards
- Define command list
- Create inline keyboards for common actions
- Test user flows
Week 3: Integration
- Connect order/account systems
- Enable transaction support
- Set up escalation to humans
Week 4: Optimization
- Review conversation logs
- Add missing responses
- Improve inline keyboards
Oxaide for Telegram
Oxaide supports Telegram alongside WhatsApp, Instagram, and web chat:
- Unified inbox: All Telegram conversations in same dashboard
- Shared AI: Same knowledge base across all channels
- Rich messages: Full support for keyboards, media, commands
- Webhook integration: Connect to your systems
Try free for 14 days. Set up your Telegram bot in minutes.
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