Solutions by industry / Telegram-first businesses
AI support for businesses that run on Telegram
In many markets customer support does not happen in email or a website widget. It happens in Telegram: a private chat with the business, or a group where customers ask in public. The expectation is a reply in minutes, in the customer's language, at any hour.
SupportHQ runs as a Telegram bot with your knowledge base behind it. It answers private chats immediately, follows the group rules you set, replies in the language the message arrives in, and hands off to your team with a summary. Your team replies from one inbox and is pinged on Telegram itself.
What Telegram-first businesses support teams run into
- Customers expect replies in minutes on Telegram, around the clock.
- Questions arrive in several languages.
- Group chats mix customer questions with everything else.
- Support lives on one person's phone and disappears when they are offline.
Questions the agent answers on its own
From your approved content, in the customer's language, at any hour.
- "What are your opening hours?"
- "How much does delivery cost?"
- "Do you accept card payment?"
- "Is this item available in size M?"
- "How do I book an appointment?"
- "Where is my order?"
- "Can I pay in installments?"
When it hands off to your team
With its own reason, an urgency, and a summary. Your team is notified by email, Telegram, or SMS.
- An order-specific question: collect the order number and hand off.
- A booking that needs confirmation: escalate, or let the customer book a call through the Google Calendar integration.
- A complaint about an order or service: always a person.
- A payment problem: escalate immediately.
What to load into the knowledge base
- Your website and price list
- FAQ and policies (delivery, returns, payment)
- Product catalog or service menu
- Past chats your team answered, turned into articles
Channels
Telegram private chats and groups, plus the same agent on your website widget and in Discord if needed. Team notifications on handoff arrive in Telegram.
Setup, in practice
Connect your Telegram bot in a few clicks. Load your price list, FAQ, and policies. Set group rules: reply when mentioned, reply to clear questions, stay quiet otherwise. Turn on Telegram notifications for handoff so your team replies from their phone.
FAQ
Does it work in Telegram groups as well as private chats?
Yes. In groups you set rules in plain English for when it should reply (mentioned, or a clear product question) and when it should stay quiet.
Does it answer in Russian, Spanish, Arabic, or other languages?
It replies in whatever language the message arrives in, with no configuration. Your knowledge base can stay in one language.
Can customers book an appointment in the chat?
Yes. With the Google Calendar integration the agent can offer a booking from inside the conversation.
Does my team need to use a dashboard?
Conversations live in the SupportHQ inbox, and handoff notifications arrive in Telegram, email, or SMS. Your team can reply from the inbox on any device.