Use Case
Telegram Customer Support
Telegram is ideal for customer support: no 24-hour window restrictions, rich content support, and great mobile/desktop apps.
This uses
Integrations involved in this pattern
Setup
How to set up Telegram Customer Support
1
Create Telegram bot
Use @BotFather to create a bot and get its token. Connect in Fiko.
2
Build knowledge base for support
Add FAQ pairs, product information, troubleshooting guides. The AI uses this to answer customer questions.
3
Configure escalation logic
AI answerability triage: if confidence is low or specific keywords detected ('refund', 'urgent', 'complaint'), escalate to human.
4
Assign team members
Set up operators in Fiko. Telegram conversations route to them when AI escalates.
5
Test with edge cases
Test simple questions (should be AI), unusual ones (should escalate), complaint scenarios (should escalate immediately).
Related features
Fiko features that use this integration
AI Chatbot with RAG Knowledge Base
Train the AI with your FAQ, products, website, and documents. It answers customer questions using your business knowledge.
Read feature →AI Knowledge Base (RAG)
Add FAQs, products, website pages, and PDF/DOCX documents. The AI retrieves relevant context before answering.
Read feature →Omnichannel Unified Inbox
Manage Instagram DMs, WhatsApp, Telegram, and Website Chat messages from one inbox.
Read feature →FAQ
Questions about Telegram Customer Support
Telegram has no 24-hour window restriction — you can message customers anytime. Telegram also supports rich content (inline keyboards, multi-button replies) that work very well for support flows.
Yes. The bot can be added to a Telegram group (community, help group). Configure whether the bot replies to all messages or only to mentions/commands.
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