# How Telegram works in group chats in Swarmica?
Swarmica allows using Telegram group chats as a full-fledged technical support channel: the client continues to communicate in a familiar group, while engineers work with requests within Swarmica.

The main thing to understand:

> **The Telegram bot in Swarmica is a communication channel between Telegram and Swarmica, not a separate chat bot with its own business logic.**

The bot transfers messages between Telegram and Swarmica. All the main logic for handling the request — creating and managing a ticket, statuses, assigning engineers, automation, SLA, knowledge base, analytics, and AI functions — is on the Swarmica side.

![Work of the Telegram bot in groups in Swarmica](https://support.swarmica.com/attachments/C/P/CPwWoDJSXvj4dD2G_a/ChatGPT_Image_15_сент._2026_г._14_02_41.png)

## How working with Telegram looks in practice

A typical scenario is as follows:

1. The Telegram bot is added to a group chat with the client.
2. The client writes a message in a familiar Telegram group.
3. The message is transmitted to Swarmica via the Telegram bot.
4. A new ticket is created in Swarmica or the message is added to an existing one.
5. The engineer works with the request in the Swarmica interface.
6. The engineer's response is returned to the client in Telegram through the same channel.

At the same time, the engineer does not need to constantly work directly in Telegram.

From Swarmica, he can:

- respond to the client;
- assign a ticket to himself or another engineer;
- change its status;
- leave internal comments;
- use automation and routing;
- work with the knowledge base;
- use AI functions;
- monitor SLA and other indicators.

For the client, almost nothing changes: he continues to communicate with support via Telegram.

***

## How to set up a group Telegram bot

Swarmica supports various options for the bot's operation in group chats. For example, you can transfer all group messages to Swarmica or only messages that directly mention the bot.

To configure the channel, select the operating mode and connect the bot, use a separate instruction:

[**Connecting a group Telegram bot**](https://support.swarmica.ru/article/ru/1551-podklyuchenie-gruppovogo-telegram-bota.html)

This article describes:

- creating a Telegram bot;
- adding it to Swarmica as a channel;
- 'All messages' mode;
- 'Only when mentioned' mode;
- 'Always one ticket' setting, recommended for more natural operation in group chats.

![Modes of operation of the Telegram bot in chats in Swarmica](https://support.swarmica.com/attachments/o/c/ocBpueP08OOSfJqu_a/ChatGPT_Image_15_сент._2026_г._14_03_32.png)

## What counts as one ticket

One of the frequent questions when working with group chats is: where does one request end and the next one begin?

This boundary is determined not by the Telegram bot or the pause between messages, but by the lifecycle of the ticket in Swarmica.

As long as the ticket remains active, new messages from the client transmitted through the Telegram channel continue to enrich the existing request.

For example:

```
Client:
@support_bot Authorization through SSO fails.

Engineer:
Checking. Please send the error log.

Client:
@support_bot Attaching the log.

Engineer:
The problem is related to the certificate. Try replacing it according to the instructions.

Client:
@support_bot It worked, thank you.
```

This is not five different tickets, but one request with a common correspondence history.

***

## Where one ticket ends and the next one begins

The end of the request is determined by the statuses of the ticket in Swarmica.

A typical lifecycle looks like this:

```
Ticket opened
      ↓
Working on the request
      ↓
Solution provided
      ↓
Requesting feedback from the client
      ↓
Closed
```

When the engineer sets the status to 'Solution provided', a request for feedback on the support work is sent to the client via Telegram.

After receiving feedback, the ticket finally goes to the 'Closed' status.

The next client request to the Telegram bot after closing the previous ticket creates a new ticket.

![Ticket lifecycle created via Telegram in Swarmica](https://support.swarmica.com/attachments/e/N/eN3-nbc0SOw-rVxM_a/ChatGPT_Image_15_сент._2026_г._14_07_47.png)

## How Swarmica understands who is an engineer and who is a client

Telegram itself does not determine the roles of participants in the support process.

Roles and rights are defined in Swarmica.

**Support engineers** are employees with appropriate roles and rights in Swarmica. As a rule, they respond to the client directly from the Swarmica interface.

**Clients** are external users contacting through Telegram and other connected channels.

Therefore, the model looks like this:

```
Client                         Engineer
   │                              │
   │ Telegram                     │ Swarmica
   ▼                              ▼
Telegram bot  ←────────────→  Ticket
```

Telegram in this case is responsible for delivering messages, and Swarmica is responsible for users, roles, and the process of handling the request.

## Can Telegram be used together with other channels

Yes.

Telegram is just one of the channels for receiving requests in Swarmica.

The following can be used simultaneously:

- Telegram;
- email;
- web widget;
- personal account;
- API;
- other connected channels.

For the engineer, requests from different sources turn into tickets within one system.

For example:

```
Telegram ─────┐
Email ────────┤
Web widget ───┼──→ Swarmica → Support engineers
API ──────────┤
Personal account┘
```

This allows you not to conduct support separately in Telegram, separately in email, and separately in other systems.