Telegram Customer Support in a Shared Inbox

When your Telegram support lives on one person's phone

Many businesses start Telegram support with one phone and one person. As things grow, so do the problems: messages get lost among personal chats, nobody knows which ones were answered, two people can't work at once, and when that person is away, customers wait. And there's no report telling you how fast your team responds.

A Telegram account or a bot — both work

Telegram account: connect your company's regular account (e.g. @yourshop) with its phone number and a login code. Customers keep messaging the same account, and your team replies from it.
Telegram bot: create a bot with BotFather and add its token to Hodhod. Customers message the bot.

Both are covered step by step in the guide to connecting Telegram.

Every message in one shared inbox

Telegram messages arrive under "Conversations" next to your website live chat, and every tool in the panel works for them: automatic assignment across online agents, private notes between teammates, labels, canned replies and conversion to tickets for longer follow-ups.

Photos, video, audio and files

Customers can send a photo of a receipt, a video of an error or a file, and agents can reply with files and images from the panel. Everything stays in the conversation history.

Every reply is signed

Inside Hodhod you can always see which agent sent each reply. If you like, the agent's name is also shown under the Telegram message. Messages the account owner sends straight from their phone are recorded in Hodhod too, labeled "From Telegram app" — so no part of the conversation goes missing.

A secure connection you can end anytime

Login uses Telegram's official code, plus the two-step verification password if the account has one. Disconnect with one click whenever you want — the inbox and conversation history are kept.

Reports for Telegram support

See first response time, conversation volume, agent performance and customer satisfaction for your Telegram inbox, just like any other channel.

Frequently asked questions

Do group and channel messages come into Hodhod too?

No. Only private messages sent to your account or bot enter the inbox; groups and channels are ignored.

Does the phone need to stay on?

No. Once connected, the link stays up on Hodhod's servers, and messages are received and sent without the phone being on.

Can one team handle both Telegram and website chat?

Yes — that's the point. One team, one panel and one shared inbox for every channel; each agent only has access to the inboxes they've been added to.