Use this article to connect a Telegram bot to your Intercom workspace, understand what happens once the connection is live, and know what to do if you need to disconnect. After setup, Telegram conversations appear in the Inbox alongside all other channels, Fin handles them automatically, and Workflows apply at full parity.
What you'll need before connecting
You'll need admin access in your Intercom workspace to connect or disconnect a Telegram channel.
Before you connect, you'll need a Telegram bot and your bot token (a credential that gives Intercom permission to send and receive messages on your bot's behalf). Create a bot via @BotFather (Telegram's official bot for creating and managing bots) see Telegram's documentation for step-by-step instructions.
Note: Your bot token gives full control over the bot. Keep it secure and don't share it beyond what's needed for the Intercom connection.
How to connect Telegram
Have your bot token from @BotFather ready before you start.
Paste your bot token into the Bot token field.
Click Connect.
Once connected:
Intercom validates your bot token.
The webhook (the connection endpoint that receives messages from Telegram) is registered, linking your Telegram bot to the Inbox.
The install is recorded in the Teammate Activity Log (Settings > Security > Teammate Activity).
The Telegram channel appears as active under Settings > Channels > Telegram once setup is complete. To verify the connection, send a test message to your Telegram bot — it should appear as a new conversation in your Intercom Inbox within a few seconds.
Can I use the same bot across multiple workspaces?
Each Telegram bot can only be connected to one Intercom workspace at a time. If you try to connect a bot that's already in use on another workspace, the connection will fail.
How to disconnect Telegram
To disconnect, go to Settings > Channels > Telegram and click Disconnect.
Existing conversations in the Inbox are not affected when you disconnect, they remain accessible and can still be managed by teammates. However, customers won't be able to send new messages to the bot until it's reconnected.
Important: Disconnecting permanently removes the bot token and webhook secret (a security credential tied to the webhook connection) from Intercom. These credentials can't be recovered. To reconnect, you'll need to regenerate your bot token via @BotFather and complete the setup again.
Send hosted ticket forms to Telegram customers
You can collect structured information from your Telegram customers by sending them a hosted ticket form — the same way you can on Discord, Slack, and WhatsApp. The customer verifies their identity with one tap using Telegram's built-in login, then fills in and submits the form without leaving the chat.
Note: Send hosted ticket forms to Telegram customers is currently in beta.
Set your bot's domain in BotFather
Telegram's Login Widget only works on a domain registered with your bot. You must set this once per bot — the domain depends on your workspace's hosting region:
Region | Domain to set |
United States | app.intercom.com |
Europe | app.eu.intercom.com |
Australia | app.au.intercom.com |
Open a chat with @BotFather in Telegram.
Send
/setdomain.Select your bot.
Send the domain for your region from the table above.
Note: If you're not sure which region your workspace is in, check the URL you use to log in to Intercom — it matches one of the domains above. Setting the wrong region's domain will prevent the login widget from appearing.
Send a form to a Telegram customer
Open the Telegram conversation in your Inbox.
In the reply composer (or via the
⌘K/Ctrl+Kactions), choose to send a hosted ticket form.Pick the form and send it. The customer receives a link in the Telegram chat.
What the customer sees
They open the link from the chat.
They're asked to verify their identity with the Log in with Telegram button.
After one tap, the form opens — they fill it in and submit.
The submitted ticket appears back in the conversation, just like any other hosted ticket form.
Troubleshooting
The login button doesn't appear — the bot's domain isn't set, or the wrong region's domain was used. Re-run
/setdomainin BotFather with the correct domain for your region."Verification failed" after tapping login — confirm the bot connected to your Telegram integration matches the bot you set the domain for.
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