Currently, Telegram conversations can only be connected to Intercom through a Telegram bot. This means customers must be redirected to message the bot instead of the company’s Telegram username or business account.
This creates a poor user experience because customers must repeat their message after being redirected.
Two improvements would significantly improve this:
- Allow Telegram username or business account messages to connect directly to the Intercom Inbox.
- Support Telegram bot Secretary Mode, where a bot manages messages sent to the main business account and forwards them into Intercom.
This would allow customers to message the support account directly while conversations still appear in the Intercom Inbox.