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Telegram Support Bot

Telegram Support Bot is an open-source Telegram bot that turns any private profile into a customer support channel. Users message your bot, and their messages are forwarded as tickets to your staff group — without exposing personal contact information.

How It Works

User sends message → Bot creates ticket → Ticket forwarded to staff group
                                                         ↓
Staff replies to ticket → Bot forwards reply back to user (with salutation)

• Users interact with the bot directly on Telegram (or through the web chat widget)
• Each user message creates a ticket stored in MongoDB
• Tickets are forwarded to your designated staff group(s) as messages
• Staff members reply by simply replying to the ticket in the group
• The bot forwards replies back to the original user, adding salutation automatically

Key Features

Feature	Description
Ticket system	Messages organized as trackable tickets with open/closed state, reopen, ban/unban
File forwarding	Photos and files forwarded between users and staff
Anti-spam	Rate limiting to prevent message flooding
Categories	Route tickets to different staff groups based on topic
Private reply	1-on-1 private chat tunnel between a staff member and a user
Anonymous mode	Hide user IDs from staff for privacy
Team collaboration	Assign tickets, priorities, tags, mute, internal notes, staff roles
Canned responses	Reply with /key to send a pre-written template
Automation	Escalation rules, auto-close of stale tickets, business hours
Analytics	/stats, daily summary, CSAT survey on ticket close
Webhooks	Signed HTTP callbacks for ticket events
Auto-reply	Keyword-based canned answers or AI-powered replies via LLM
AI assistance	Conversation memory, ticket triage, sentiment alerts, translation
Web Chat	Embeddable web chat widget for your website
Signal integration	Use Signal as an alternative to Telegram for staff communication
Slack / Discord	Experimental addons that connect the bot to a Slack or Discord channel
Customizable language	~55 configurable message strings — missing keys fall back to defaults
Logging	log_level writes a config/debug.log for troubleshooting

Documentation

Getting Started

• Getting Started — Setup, configuration, installation (Docker / Node.js)

Configuration

• Configuration Reference — Complete config.yaml settings reference
• Commands — Staff and user commands
• Categories — Ticket routing to different staff groups

Advanced Features

• Auto-reply and AI — Keyword rules, LLM-powered responses, triage, translation
• Addons — Web Chat widget, Signal, Slack and Discord

Reference

• Markdown Formatting — MarkdownV2 syntax for config messages
• Troubleshooting — Common issues and fixes
• Upgrading the Bot — Version migration notes