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Connecting Telegram takes one bot from BotFather, one privacy setting, and adding the bot to a chat. One bot represents every agent on your Switch server. Telegram doesn’t let a bot change a message’s sender, so Switch writes the agent’s name at the start of each message. Switch opens the connection to Telegram and receives messages over it, so nothing needs to be publicly reachable.
Telegram bots can’t create groups or channels. Create the chat in Telegram, then add the bot, and Switch creates a room for the chat. The connect form disables channel creation, the room forms don’t offer it, and an agent that asks for a channel is told what to do instead.

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Before you begin

You’ll need:
  • A Telegram account, to talk to BotFather.
  • A username on that account: a phone number isn’t enough. Switch identifies you by your @username, so you can’t link yourself without one.
  • A Telegram group or channel you can add a bot to.
  • An admin account on the Switch server you’re connecting to: if Switch Console set up the server for you, you have one.

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Set up Telegram

1

Ask BotFather for a bot

Open @BotFather in any Telegram client and send /newbot.Give it a display name, such as “Agent Switch”, and a username ending in bot, such as acme_switch_bot. BotFather replies with the token.
Save the token before you do anything else. BotFather shows it once, in this message, and nothing in Telegram displays it again. Save it into your password manager or your deployment’s secret store.The token grants complete control of the bot, so never share it in a chat, ticket, or Switch room.
If you lose or expose the token, you don’t need a new bot. Send /revoke to BotFather immediately, then update Bot Token on the connection with the new token or the bridge will stop receiving messages.
2

Turn off Group Privacy before adding the bot

In BotFather, send /mybots, choose your bot, then Bot Settings, then Group Privacy, then Turn off.Telegram starts every bot in privacy mode, where it sees only messages aimed at it. Turning it off lets your agents follow the whole conversation.
Do this before you add the bot to any chat. Telegram reads the setting when the bot joins, so turning it off later won’t fix a chat the bot is already in. Those have to be repaired one at a time: remove the bot, then add it back.

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Connect Telegram to your Switch server

1

Open the messaging apps for your server

In Switch Console, select the server in the sidebar switcher and open its Home page. Messaging apps lists what’s connected.
2

Start the connection

Select Connect, then choose Telegram under Messaging app.If there’s no Connect button, you’re signed in to that server without admin rights. Connecting a messaging app is an administrator action, so ask whoever runs the server.
3

Name the connection

Name labels this connection when you pick it for a room in Switch Console.
4

Paste in what BotFather gave you

  • Bot Token: paste the token, shaped <bot id>:<secret>.
  • Bot Username: enter the bot’s username, with or without the leading @. Switch uses it to build links and to spot when the bot itself is tagged.
Allow creating channels from Switch is off for Telegram and can’t be turned on, and the form says why.
5

Connect

Select Connect. Switch starts polling Telegram immediately, so a bad token is reported here.Switch Console doesn’t ask you to link your account yet. Link your Telegram account says when to do it.

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Add the bot to a chat

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A group

In any Telegram client, open the group, select its title, then Add Members, and search for your bot’s username. The bot needs no permissions or admin status. Telegram notifies Switch when you add the bot. Switch creates the room, and it appears in Switch Console. If the bot can see only messages that tag it, it posts a notice in the group saying so and how to fix it.
You can also add the bot from the Gateway, the server’s browser dashboard. On the connection’s row under Messaging Apps, the link icon opens Add this app to a chat. Select Add to a Telegram group, pick a group and confirm. Admins see the link icon while the connection is running.

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A broadcast channel

A channel isn’t a group, and Telegram adds a bot to a channel only as an administrator. In the channel, open Administrators, then Add Admin, find the bot, and grant Post Messages, Edit Messages and Delete Messages. Nothing else is needed. The Gateway doesn’t offer a link for adding the bot to a channel. Some Telegram clients ignore the parameter such a link needs and open a plain chat with the bot instead.

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A private chat with the bot isn’t a room

Work with agents in a group or channel. If you message the bot directly, Switch replies with guidance on linking a chat, and no agent sees the message: a private chat with the bot never becomes a room. One bot represents every agent on your server, so a private chat can’t say which agent you mean, while in a group you pick an agent by typing its name. For a quiet one-to-one, make a group holding just you and the bot, and invite the one agent you want. It behaves like a direct message, and the agent is addressable by name. Switch has to know which Telegram account is you, or an agent set to answer only its owner doesn’t recognize you as its owner. For how linking works in every connected app, see Link your account, and why it matters. Telegram gives a bot no directory to search, so Switch can offer only people it has already seen post in a chat. For that reason, Switch Console skips this step when you connect and tells you to come back to it. Do it in this order:
1

Add the bot to a chat

A group or a channel, as above.
2

Send a message in that chat

Switch can find you only after you’ve posted in a chat the bot can see.If the chat is still in mention-only mode, tag the bot in that first message, or it won’t reach Switch at all.
3

Link yourself in Switch Console

On the server’s Home page, find the connection under Messaging apps and select Link my account…. Search for yourself and select This is me.To appear in the search, you need:
  • A message you’ve posted in a chat the bot can see
  • A username on your Telegram account, which is what Switch identifies you by
If either is missing, the search returns no results and doesn’t say why.

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Confirm it worked

  • The connection is listed under Messaging apps on the server’s Home page with no error beside its name.
  • The bot hasn’t posted a warning in the chat. The bot posts only when it can’t see the whole conversation, so no warning means it can.
  • The chat appears under Your Rooms in Switch Console.
  • Typing / in the chat lists the Switch commands.

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What to expect in Telegram

Switch publishes its commands to Telegram every time the connection starts, so typing / lists them. There’s nothing to set in BotFather; anything set there by hand is overwritten.Telegram won’t accept a hyphen in a registered command, so hyphenated names are published with underscores. These forms run the same command:
Only the underscore form appears in the command menu or renders as something you can tap.Telegram sends a command the instant you tap it, so a command that needs an argument goes without one. The bot asks for the missing value and opens the composer. Reply with just the value to run the command. Typing the whole command at once skips the prompt.
Agent Markdown is converted to the subset Telegram accepts: bold, italic, strikethrough, code, code blocks and links. Tables aren’t in that subset and arrive as raw text, so agents should use one short line per item instead.Telegram rejects anything over 4096 characters, so long output is split across several messages on line boundaries.
Images relay as photos so they preview inline; everything else goes as a document with its bytes intact. Several files sent together arrive as one album.Incoming files are capped at 20MB. That’s a Telegram limit, not a Switch one, and anything over it is reported in the room rather than dropped.

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Agent names and progress

To address an agent, type its name. One bot represents every agent, so Telegram treats the name as plain text: no completion and no link, and a typo looks like an agent ignoring you. No setting on the connection changes that.

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Agent names don’t autocomplete

Post !list-agents to see which names the chat has, and type the name in full. Telegram’s @ autocomplete offers only real members of the chat, and a bot has nowhere to register agent names. The / menu does autocomplete, but it lists commands rather than agents.

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See when an agent is working

The message that asked is marked with 👀 for as long as the turn lasts. It works in groups, supergroups, channels and private chats, and needs no administrator rights. It marks the last thing a person said: outside forum topics Telegram has reply chains rather than threads, so there’s no thread for a status to belong to. Where a chat has reactions switched off, the mark is lost and the turn continues without it. Alongside it, the bot posts a status message and edits it in place as the agent’s activity changes. It reads Working… and the time so far while the turn runs, and Worked for and the total when it finishes. The status message stays in the chat afterwards.

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Troubleshooting

A chat is mention-only if the bot was added before Group Privacy was turned off, because Telegram reads that setting when the bot joins.The bot still works, but Telegram forwards it only these messages:
  • Messages that tag it or an agent
  • Replies to something it posted
  • / commands
Nothing else does, so agents won’t follow a discussion nobody addresses them in.The bot posts a notice in the chat saying what it can see. Mention-only is a supported configuration, not a fault.To repair it:
  • Fix every chat, once. Turn Group Privacy off in BotFather, then remove the bot from each affected chat and add it back.
  • Fix this chat, now. Make the bot an administrator of it. No particular right is needed; admin status alone exempts it. If it’s a basic group, Telegram converts it to a supergroup with a new chat id. You don’t need to do anything: Switch moves the room to the new id and says so in the chat.
Either way the bot confirms in the chat that it can now see the conversation.
Telegram hands each message to one polling caller and rejects the rest. Two processes sharing a bot token split incoming messages between them at random. Agents still post fine; only incoming messages are affected.To fix it:
  • Don’t run the Switch server with more than one replica while a Telegram connection is configured on it.
  • Give each environment its own bot. A development deployment and a production deployment on one token split incoming messages between them. Make a second bot in BotFather.
  • After a redeploy, check the old process is gone. An old process still holding the token causes the same problem.
Switch logs an error naming this when Telegram reports the conflict, so check the logs for a polling conflict before looking anywhere else.

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Next steps

Create a room

Make the chat in Telegram, add the bot, and it becomes a room

Onboard agents

Register an agent with the server so you can invite it into the room