Telegram is a channel for your customers and a control room for you.
OpusDone runs two separate Telegram bots: one bot talks to your customers, and a different bot carries your alerts and your takeover controls. The alerts bot never talks to a customer. Keeping them apart is what lets you run the front desk from your phone without the two audiences ever meeting.
- Two bots, customer and owner
- Setup takes about two minutes
- Take over from the card
Reviewed
Three things, and one that never appears.
The conversation you are joining
The card shows the last five messages so you can answer without opening a laptop, and [Show more] pulls fifteen more when the context is not obvious. [Open in dashboard] takes you to the full thread.
For a sensitive escalation the card withholds the content entirely.
The alert, once and no more
At most one alert per person, customer and channel every 15 minutes. Quiet hours default to 22:00–08:00 in your business timezone, and /mute 2h silences the noisy channels for a while.
Email is never muted. The in-app bell cannot be switched off.
The lead it came from
A Telegram handoff adds 20 to the lead score, on top of name, email, phone, company and booking. One lead per person across channels, deduped on email, phone or visitor key.
You are alerted from a score of 50.
Why does OpusDone use two Telegram bots?
One talks to your customers. A different one carries your alerts and takeover controls.
- Your customer bot answers in Telegram from the same knowledge.
- Your alerts bot never talks to a customer.
- Setting up alerts takes about two minutes in BotFather.
- It costs nothing and there is no code to type.
- You link it by scanning a QR code on screen.
- A bare /start can never link anybody. Only a signed link can.
- The card shows customer, channel, reason and the last five messages.
- [Show more] adds fifteen. [Open in dashboard] takes you there.
- Take over pauses the assistant and rewrites every card in place.
- Your reply is delivered on the customer’s own channel.
- The receipt names the destination. The customer is never in your Telegram.
- Thirty minutes of silence hands back automatically and says so.
Is the customer in your Telegram?
No, never. Your customer is in their own channel, and your reply is delivered there. The alert bot exists only to reach you, and it does not talk to customers at all.
How do you get OpusDone alerts on your phone?
It costs nothing, and there is no code to type at any point.
- 01
Create the customer bot
This is the one your customers write to. It runs the same assistant as your website widget, because every channel enters one function and the answer does not depend on the door. - 02
Create a second bot for yourself
About two minutes in Telegram’s own BotFather. This one carries alerts, escalation cards and takeover controls, and it is never exposed to a customer. - 03
Link it by scanning a QR code
The code is on screen and there is nothing to copy across. A bare “/start” can never link anybody to your business: only a signed link can, so a stranger who finds the bot gets nowhere. - 04
An escalation puts a card in your chat
Every connected teammate gets it: customer name, channel, escalation reason and the last five messages, with [Take over], [Show more] for fifteen more, and [Open in dashboard]. - 05
Take over without switching apps
Taking over pauses the assistant, assigns the conversation to you, and rewrites everyone’s card in place to say who took it. Replies you type in Telegram are delivered on the customer’s own channel, and the receipt names the destination. - 06
Silence hands it back
After 30 minutes with no reply from you the conversation returns to the assistant automatically, and says so. Nothing sits half-answered because you got pulled into something else.
What will the OpusDone alerts bot never do?
The controls are deliberately narrow, because a control surface on your phone should be boring and predictable.
A bare /start links nobody
Only a signed link can connect a person to your business. Somebody typing /start at your alert bot is not connected to anything.
It never messages a customer
The two bots are separate. Yours carries alerts and controls; theirs carries the conversation. A reply you type reaches the customer on the channel they used, and the receipt tells you which one that was.
A sensitive escalation shows no content
The card withholds it entirely. You are told there is something to handle and where to handle it, not what was said.
Muting never silences everything
/mute 2h quiets the noisy channels temporarily. Email is never muted and the in-app bell cannot be switched off, so a muted phone does not become a missed customer.
It never floods you
At most one alert per person, per customer, per channel in any 15 minutes. A delivery ledger records one row per recipient per channel, including suppressions and the reason.
Telegram chatbot questions, answered
Why two bots instead of one?
What happens if I take over and get distracted?
Will it escalate someone who says “AI agent”?
What does the Telegram setup cost?
When am I alerted at all?
Do quiet hours delay anything urgent?
More on channels and alerts
Your customers get one bot, you get another entirely
The alerts bot carries escalation cards, takeover and /mute 2h for noisy channels. A sensitive escalation withholds the content entirely, and email is never muted.
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