[{"data":1,"prerenderedAt":-1},["ShallowReactive",2],{"initial-data":3,"kb:search:disabled":33,"kb:sectionPath:null:null:es":36,"kb:categories:1:es":37,"kb:brandArticles:1:0:es":38,"kb:articleDetails:73:es":45},[4,14],{"theme":5,"assets":11},{"color-primary":6,"color-page-bg":7,"color-page-bg-dark":8,"color-content-bg":7,"color-content-bg-hover":9,"color-text-default":10},"#e51728","#ffffff","#121212","#f6f9fc","#0a2540",{"logo":12,"favicon":13},"\u002Fknowledge-base\u002Fpleased-logo.svg","\u002Fknowledge-base\u002Fpleased-favicon.svg",[15],{"name":16,"code":17,"url":17,"displayOrder":18,"isActive":19,"inboundEmailDomains":20,"outboundEmailDomain":20,"publishSettings":21,"id":18},"Pleased","pleased",1,true,"@pleased.com",{"KB":22,"CHATBOT":29},{"publishedLanguages":23,"defaultLanguage":28},[24],{"name":25,"nameLocal":26,"locale":27},"English*","English","en",{"name":25,"nameLocal":26,"locale":27},{"publishedLanguages":30,"defaultLanguage":32},[31],{"name":25,"nameLocal":26,"locale":27},null,{"data":34,"total":35},[],0,[],[],{"content":39,"number":35,"size":40,"totalElements":35,"pageable":41,"last":19,"totalPages":35,"sort":44,"first":19,"numberOfElements":35,"empty":19},[],10,{"sort":42,"offset":35,"pageNumber":35,"pageSize":40,"paged":19,"unpaged":43},{"sorted":19,"empty":43,"unsorted":43},false,{"sorted":19,"empty":43,"unsorted":43},{"article":46,"sections":56,"category":60,"relatedArticles":63,"relatedTagsArticles":84},{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"title":49,"body":50,"keywords":32,"position":47,"isCommentDisabled":32,"isDraft":43,"isPromoted":43,"upvotes":32,"downvotes":32,"isActive":19,"language":27,"englishVersion":19,"createdAt":51,"createdBy":52,"updatedAt":53,"updatedBy":54,"tags":32,"includeForAi":19,"authorName":55},73,5,"Setting up Telegram","\u003Cp>Connecting a Telegram Bot to Pleased lets you handle direct messages from Telegram users inside your workspace. Messages become tickets, are routed to the right brand, and are answered by your team from the same inbox as every other channel.\u003C\u002Fp>\u003Cp>Telegram connects using a Bot Access Token, generated in Telegram by BotFather.\u003C\u002Fp>\u003Ch2>Before you begin\u003C\u002Fh2>\u003Cp>Create your bot in Telegram:\u003C\u002Fp>\u003Col>\u003Cli>Open Telegram and search for BotFather — it has a blue check mark and is the official Telegram bot for creating bots.\u003C\u002Fli>\u003Cli>Start a chat and send \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">\u002Fnewbot\u003C\u002Fcode>.\u003C\u002Fli>\u003Cli>Give it a name (for example, \"YourCompany Support Bot\") and a unique username ending in \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">bot\u003C\u002Fcode> (for example, \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">YourCompanyHelpBot\u003C\u002Fcode>).\u003C\u002Fli>\u003Cli>BotFather returns your Access Token.\u003C\u002Fli>\u003C\u002Fol>\u003Cblockquote>Keep the token private. Anyone with it can control your bot.\u003C\u002Fblockquote>\u003Ch2>Step 1 — Connect the bot\u003C\u002Fh2>\u003Col>\u003Cli>Go to Settings in the left-hand menu.\u003C\u002Fli>\u003Cli>Select Channels, then Telegram.\u003C\u002Fli>\u003Cli>Select Create New Account.\u003C\u002Fli>\u003Cli>Enter your Telegram Access Token.\u003C\u002Fli>\u003Cli>Choose the brand that should receive tickets from this account.\u003C\u002Fli>\u003Cli>Save.\u003C\u002Fli>\u003C\u002Fol>\u003Cp>The account now appears in the Telegram settings list.\u003C\u002Fp>\u003Ch2>Step 2 — Assign a brand\u003C\u002Fh2>\u003Cp>Every Telegram account must be linked to a brand — the integration is not fully active without one. All direct messages received become tickets inside that brand.\u003C\u002Fp>\u003Cp>To change it: Settings > Channels > Telegram, select the account, pick a brand from the dropdown, save.\u003C\u002Fp>\u003Ch2>Step 3 — Configure the channel\u003C\u002Fh2>\u003Ch3>Welcome message\u003C\u002Fh3>\u003Cp>An automated greeting shown when a user starts a direct message with your bot. It confirms they have reached the right place and lets you set expectations about response times.\u003C\u002Fp>\u003Ch3>Capture incoming direct messages as tickets\u003C\u002Fh3>\u003Cp>Turn this on so that:\u003C\u002Fp>\u003Cul>\u003Cli>Incoming Telegram DMs become tickets\u003C\u002Fli>\u003Cli>Your team replies from Pleased\u003C\u002Fli>\u003Cli>The customer receives the reply inside Telegram\u003C\u002Fli>\u003C\u002Ful>\u003Ch3>Message when the channel is disabled\u003C\u002Fh3>\u003Cp>Set a custom message shown when the Telegram channel or bot is switched off, pointing customers to another route. For example: \u003Cem>\"To reach our support team, please email \u003C\u002Fem>\u003Ca href=\"mailto:support@yourcompany.com\" rel=\"noopener noreferrer\" target=\"_blank\" style=\"color: rgb(9, 105, 218);\">\u003Cem>support@yourcompany.com\u003C\u002Fem>\u003C\u002Fa>\u003Cem> and we'll get back to you.\"\u003C\u002Fem>\u003C\u002Fp>\u003Ch2>Troubleshooting\u003C\u002Fh2>\u003Cp>Incoming messages are not appearing in Pleased. Check the Access Token is correct, Capture Incoming Direct Messages is enabled, the account has a brand assigned, and the bot is active in Telegram.\u003C\u002Fp>\u003Cp>The welcome message is not showing. Confirm it is saved, that Telegram message settings allow DM interactions, and test with a different Telegram account.\u003C\u002Fp>\u003Cp>The fallback message is not displaying. Confirm the channel really is disabled and the message is saved.\u003C\u002Fp>\u003Cp>Cannot reply to a Telegram user. Check the conversation started as a direct message — group and channel posts are not supported — and that the bot has permission to message users.\u003C\u002Fp>\u003Ch2>FAQs\u003C\u002Fh2>\u003Cp>Can I integrate multiple Telegram bots? Yes. Each bot is added as a separate account.\u003C\u002Fp>\u003Cp>Do agents need a personal Telegram login? No. Agents reply from Pleased.\u003C\u002Fp>\u003Cp>Can I change the brand later? Yes, at any time.\u003C\u002Fp>\u003Cp>Do messages from Telegram groups or channels appear in Pleased? No — only direct messages to your bot.\u003C\u002Fp>\u003Cp>Do I need to renew the Access Token? No, unless you regenerate it in BotFather with \u003Ccode style=\"background-color: rgba(129, 139, 152, 0.12);\">\u002Ftoken\u003C\u002Fcode>. If you do, update it in Pleased or the channel stops working.\u003C\u002Fp>","2026-08-21T15:05:55.000+00:00",16,"2026-08-21T15:34:47.000+00:00",23,"Fedir Kovalenko",[57],{"id":48,"brandId":18,"categoryId":58,"parentSectionId":32,"position":48,"title":59,"description":59,"titleTranslated":32,"descriptionTranslated":32,"sections":32,"articles":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},3,"Channel Setup",{"id":58,"brandId":18,"position":58,"title":61,"description":62,"titleTranslated":32,"descriptionTranslated":32,"isActive":19,"language":27,"englishVersion":19,"isInternal":43},"Getting Started","Getting Started with Pleased",[64,67,70,71,74,77,80],{"id":65,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":66,"titleTranslated":32,"position":65,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},71,"Setting up inbound emails",{"id":68,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":69,"titleTranslated":32,"position":68,"isDraft":43,"isPromoted":19,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},72,"Setting up outbound emails",{"id":47,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":49,"titleTranslated":32,"position":47,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},{"id":72,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":73,"titleTranslated":32,"position":72,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},74,"Setting up the App Store",{"id":75,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":76,"titleTranslated":32,"position":75,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},75,"Setting up Webforms",{"id":78,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":79,"titleTranslated":32,"position":78,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},76,"Setting up X",{"id":81,"brandId":18,"sectionId":48,"categoryId":32,"categoryName":32,"categoryNameTranslated":32,"title":82,"titleTranslated":32,"position":83,"isDraft":43,"isPromoted":43,"isActive":19,"language":27,"englishVersion":19,"updatedAt":32,"isInternal":32,"includeForAi":32,"expiryTime":32,"priority":43,"isPriority":43},94,"Setting up Facebook",95,[]]