Question

What scheme of Telegram support to choose with a large number of customers and what are the limitations of the group bot?

Answer

For scalable support, we recommend using a Telegram bot for personal client communications. This is the most stable and scalable operation scheme.

The bot can also be added to client groups. In both cases, it is used as a transport channel: it transfers messages between Telegram and Swarmica, while request handling, specialist assignment, SLA, and automation are performed in Swarmica.

In groups, you can transfer all messages or only messages mentioning the bot. For the group scenario, the 'Always One Ticket' mode is recommended: new messages complement the active request, and after its closure, the next request creates a new ticket.

Telegram topics and branches are not currently supported. You cannot add your own commands to the transport bot. Additional processing logic can be configured using Swarmica's built-in tools or by connecting an AI agent and describing the desired scenario in its prompt.

Details: How Telegram Works in Group Chats · Connecting a Group Telegram Bot