Telegram & WhatsApp

One agent, every channel

The web widget, Telegram, and WhatsApp are entry points to the same agent, knowledge, and per-customer memory. A customer who starts on your site and continues in WhatsApp keeps one conversation — once their channel identity is linked to their account.

How channel identity works

A customer arriving from Telegram is identified as telegram:<id>, from WhatsApp as whatsapp:<number>. Each identity gets its own spaces, history, and memory — and can later be linked to a platform account so web and messenger conversations merge into one record.

Linking uses a bind code: the user scans a QR (or taps a deep link) generated in the web client, and the messenger identity is attached to their account.

Telegram

1. Create a bot with @BotFather and copy the bot token.
2. In the console, open your agent's Telegram settings and paste the token.
3. The platform stores the token encrypted and registers the webhook automatically — no server configuration on your side.

Each agent gets its own bot, so @yourfirm_intake_bot and @yourfirm_support_bot can run different playbooks under one tenant.

WhatsApp (Meta Cloud API)

1. Create a Meta app with WhatsApp messaging and note the access token, app secret, and phone number ID.
2. Enter them in the console under the agent's WhatsApp settings; credentials are stored encrypted.
3. Copy the callback URL and verify token the console displays into your Meta app's webhook configuration.

The platform answers Meta's handshake, verifies message signatures, and routes incoming messages to the right agent by phone number ID.

Replies and formatting

Agent replies are rendered natively per channel — Markdown is converted to Telegram-safe formatting automatically, including tables and lists. Conversation management (rename, replay, delete, greeting) works identically across both channels.