Telegram business messaging for campaigns and conversations
Send scheduled campaigns to people who chose to follow your business on Telegram, and answer their replies from the Omni Inbox with the rest of your team.
Telegram conversation between a customer and a business account. Names and messages are sample data.
Short answer
Updated
OmniChannels.ai lets businesses send campaigns on Telegram and handle conversations in a shared inbox. You upload a list of opted-in Telegram followers, preview the message, filter duplicates and send now or on a schedule. Replies arrive in the Omni Inbox, where agents, a chatbot or an AI agent answer with text, media and attachments. On Telegram, the customer must start the conversation with your business first.
What you can do with Telegram in OmniChannels.ai
Send campaigns to opted-in followers
Reach people who started a chat with your business on Telegram with announcements, offers and service updates.
Upload audiences from Excel or CSV
Import your Telegram audience from a spreadsheet and let duplicate filtering remove repeated entries before sending.
Preview before sending
See the message as recipients will, with variables filled in, before you launch the campaign.
Schedule for the right moment
Send immediately or set a date and time, for example ahead of a weekend sale or after evening prayers in Ramadan.
Answer in the shared inbox
Replies land in the Omni Inbox, assigned to agents and kept in one thread per customer, so several agents can work the same account without sharing a phone.
Reply with media and attachments
Agents send text, images, documents and attachments from the inbox, the same way they do on WhatsApp and email.
Chatbots and AI agents
A flow chatbot or BroadNet AI agent can answer routine Telegram questions in English and Arabic and pass the rest to a person.
Track campaign delivery
Delivery reports show per-message status for Telegram campaigns, with filters by date and campaign and CSV export.
How to set up Telegram for your team
Telegram audiences grow from people who choose to message you, so plan how customers will find your account.
- 1
Prepare your Telegram presence
Decide which Telegram account or bot your customers will message and how it appears to them: name, photo and description.
- 2
Connect it to your workspace
We connect your Telegram account to OmniChannels.ai during onboarding so messages reach the Omni Inbox.
- 3
Invite customers to start a chat
Share your Telegram link or QR code on your website, receipts, packaging and other channels.
- 4
Assign agents and test
Decide which agents answer Telegram conversations, send test messages from internal accounts and check how replies appear.
- 5
Send your first campaign
Upload your opted-in audience, preview the message, then send it or schedule it and read the delivery report.
When does Telegram make sense for your business?
A good fit when
- A meaningful share of your customers already use Telegram every day.
- You publish frequent updates, such as offers, schedules or service notices, to people who asked for them.
- Several agents need to answer Telegram messages from one account.
- You want Telegram alongside WhatsApp and email rather than as a separate tool.
Good to know before you start
- Telegram does not let businesses message a phone number cold. A customer must start the chat or follow your business first.
- Many customers in the GCC do not use Telegram, so it rarely replaces WhatsApp or SMS for transactional reach.
- Telegram users can hide their phone numbers, which makes matching them to your CRM records harder.
- Telegram sets its own rate limits for bots and broadcasts; very large sends take time to complete.
Telegram for business questions
Can I message any customer on Telegram using their phone number?
No. Telegram does not offer phone-number business messaging like WhatsApp templates or SMS. People must first message your business account or bot. You grow the audience by sharing your Telegram link and QR code.
Where do Telegram replies go?
They go to the Omni Inbox, in the same thread as the customer's other conversations where the platform can match them. Agents answer there with text, media and attachments, or a chatbot or AI agent replies first.
Should we use a Telegram channel or a bot for customer messaging?
A channel broadcasts one-way posts to subscribers and does not support private replies. A bot or business account handles two-way conversations. Many businesses keep a channel for announcements and use a bot or account for support and campaigns.
Can a bot answer Telegram messages automatically?
Yes. A flow chatbot can answer menus and keywords, and an AI agent powered by BroadNet AI can answer free-text questions in English and Arabic. Both hand the conversation to a person in the inbox when needed.
Does Telegram charge for business messages?
Telegram documents free bot messaging within default limits, and paid broadcasts in Telegram Stars for higher throughput. Telegram's own policies can change, so check its documentation for current terms. The OmniChannels.ai platform fee is separate.
Sources
Guides on this topic
- OmnichannelTelegram for Business: Bots, Channels or Business Accounts?8 min read
- Customer supportHow a Shared Inbox for WhatsApp, Instagram and Email Works8 min read
- ComplianceOpt-in and Consent for WhatsApp, SMS and Email Campaigns8 min read
- OmnichannelWhat Is Omnichannel Messaging? Architecture, Examples, Benefits10 min read
- UAE & Saudi ArabiaRamadan and Eid Messaging Campaigns in the GCC: A Planning Guide8 min read
Explore more of the platform
See Telegram in the Omni Inbox
Tell us how your customers use Telegram today. We'll show you campaigns and the shared inbox with your own scenarios.