Your own CRM right in Telegram

To create a feedback bot, simply create an account with BotFather, connect it to FLOWIN using its token, prepare a work group with topics and enable forwarding of private conversations. You can find the detailed steps in the support bot guide, and creating the account itself is covered separately in the article about BotFather. Once it is set up, agents reply from the Telegram group, and the customer sees messages from your bot.

The customer writes to the Telegram feedback bot, and FLOWIN creates or finds a separate topic for that customer in the work group. The agent replies directly in that topic, and “Back reply” mode sends the message back to the customer. The support chatbot remains the company’s single point of contact, while the team works in the familiar Telegram interface.

FLOWIN does not force you to use a complex CRM with pipelines and unnecessary fields. It is a mini CRM inside Telegram: enquiries are kept in a group with topics, the team shares the context, the conversation history does not stay in employees’ private chats, and the customer gets replies from the official account. If you need a connection to an external CRM, warehouse system or spreadsheets, you can set up webhooks and pass events on.

Yes. Add agents to the work Telegram group, where each topic corresponds to a different customer. Any staff member can open the relevant topic, read the conversation and reply without passing around screenshots or recaps. In this format, the technical support chatbot is convenient for shift work: the customer does not see employees’ personal accounts, and an available agent can pick up the enquiry. In effect, it is a customer support bot that lives inside your work group.

The customer sees only the account you chose for communication: usually a Telegram feedback bot or the company’s official account. Staff reply from the internal group, so their personal Telegram profiles are not revealed. If you need a regular user account instead of a bot, you can connect it by signing in with a phone number.

Either option works. If you are just creating a technical support bot, it is easier to register a new account with BotFather and connect the bot using its token. If your company already has a Telegram bot for customer communication, you can use it too, provided you have its token and access to its settings. For scenarios that use a personal profile, connect a regular account.

Yes. The conversation with each customer is saved in their topic, so a new agent can see the context from the first message. A supervisor can enter the group, check replies and see where a delay occurred. FLOWIN also keeps a forwarding event log that helps investigate errors and disputes.

Yes. In FLOWIN, you can set up a separate forward for bulk messaging: you post a message in a prepared chat or draft channel, and the service sends it to customers’ private conversations from the support account. The detailed scenario is described in the section on bulk messaging through the support bot. This lets you use the feedback chatbot both for replies and for follow-ups. For personalisation, you can use replacements, for example to insert the customer’s name.

Yes. You can create separate groups, bots or forwards for different products, branches or departments. This keeps enquiries separate across your Telegram support bots, and each team sees only its own stream of customers. This is useful when one company handles sales, technical support and after-sales support in different work groups.

Check the basic setup: the bot or account is connected to FLOWIN and added as an admin to the work group; topics are enabled in the group; private conversations are selected as the source; the group is selected as the destination with topic synchronisation; and “Back reply” is enabled in the settings. If messages still do not go through, open the event log: it usually shows whether permissions are missing, the wrong source is selected or the forward itself is disabled.