Handling team escalations through Telegram
Updated June 14, 2026
Overview
The Telegram Bot can double as an escalation channel. When the AI can't resolve a conversation, it posts an alert in a designated team Telegram group with Forward Reply and Resolve inline buttons, letting your team relay replies directly to the customer from Telegram.
Configure the team chat ID on the agent
Open Agents → [your agent] → Escalation settings and enter the chat ID of your team Telegram group in the Telegram Team Chat ID field. This is the group where the bot will post escalation alerts.
Finding the group's chat ID
Add your bot to the team group, send a message, then check https://api.telegram.org/bot<token>/getUpdates. The chat.id field is the chat ID — a negative integer like -1001234567890.
How escalation works
When the AI escalates a conversation, the bot posts an alert in the team group:
- The alert shows the customer's name, escalation reason, and conversation ID.
- Two inline buttons appear: 🔀 Forward Reply and ✅ Resolve.
- A team member replies to the alert message with the response to send to the customer.
- The team member then clicks Forward Reply — the bot sends their reply to the customer via Telegram and updates the alert to show how many replies have been forwarded.
- When the issue is resolved, click Resolve — the bot sends a closing message to the customer and marks the conversation as Resolved.
Ensure the bot is in the team group
The bot must be a member of the team group to post escalation alerts. Add it the same way as any other member. It only needs to post messages — it does not need admin permissions.
Testing escalation
Trigger an escalation (e.g. send a message that exceeds the agent's confidence threshold). The bot should post an alert in your team group with the Forward Reply and Resolve buttons. Reply to the alert message and click Forward Reply — verify the reply arrives in the customer's Telegram chat.