Telegram alerts: get notifications and reply to customers from Telegram

What it is

"Telegram alerts" connects your personal Telegram to MuseRelay through our official bot, @MuseRelayBot. From then on:

• You get the panel notifications in Telegram: when a customer asks for a person, when the AI can't answer, new messages nobody is handling…
• You reply to customers from Telegram: what you write reaches the customer on their channel (WhatsApp, Instagram, Messenger, email or Telegram). The customer never sees your Telegram: your business writes to them, as always.
• You can take over a conversation, hand it back to the AI or close it with one tap, without opening the panel.

This is different from the Telegram channel: that one lets your customers message you on Telegram; this one lets your team work from Telegram.

Connect it (1 minute)

1. In the panel, go to My profile → Telegram alerts and click "Connect with Telegram".
2. Telegram opens with @MuseRelayBot. Tap "Start".
3. The bot confirms the connection and the panel page refreshes by itself. Done.

The link is single-use and expires in 10 minutes: nobody else can use it to connect to your account. Each Telegram account can only be linked to one MuseRelay account.

Everything you can do

Receive alerts

Each alert shows the customer, the channel they used and their message, with the buttons "🙋 Take over" and "📋 Open in panel". You get the same alerts as the panel bell (for example, no alert for a message the AI already answered or for emails flagged as phishing), filtered by your preferences.

Reply to a customer

1. On the customer's alert, use Telegram's "Reply" (long-press the message or swipe it left).
2. Write your answer and send it. The bot confirms with "✓ Sent to …".

When you reply, you take over the conversation and the AI pauses so it doesn't answer at the same time. You can also send photos, documents, audio and voice notes (up to 20 MB): they reach the customer as attachments.

Handle a conversation

While you handle a customer, each new message from them reaches you instantly in Telegram, and whatever you write (even without "Reply") goes to them. When you're done:

• "🤖 Back to AI": the AI agent takes over again.
• "✅ Close": closes the conversation.
• /release: stop handling it from Telegram without changing anything else.

If a teammate is already handling that conversation, the bot tells you and won't let you step on them.

Commands

The bot speaks English or Spanish depending on your account language.

Your preferences

In My profile → Telegram alerts you choose what you receive and when. Each team member has their own:

• Pause all alerts without disconnecting.
• What is sent to Telegram: "the alert with the customer's message" (read and reply without opening the panel) or "only the alert, no customer data" (more private: messages never leave MuseRelay).
• Quiet hours: e.g. from 22:00 to 08:00, no alerts.
• Which channels: untick the channels you don't want alerts from, grouped by workspace.
• Which alert types: Notification preferences has a "Telegram" column, next to "Bell" and "Email", to turn each type on or off.

Teams with several people

Each person connects their own Telegram to the same @MuseRelayBot and only gets alerts from the workspaces and conversations they can access in the panel. Everything answered from Telegram is stored in the panel conversation, under the name of whoever replied, just as if written there.

Channel limits

• WhatsApp: if more than 24 hours have passed since the customer's last message, WhatsApp only allows an approved template. The bot tells you and offers to open the conversation in the panel to send it.
• Instagram and Messenger: after 24 hours you must reply as "human agent" from the panel.
• Files: 20 MB maximum (Telegram's limit for bots).

AI approvals

In beta. Your AI agent asks for your permission on Telegram before granting something you want to control: a discount, a refund or compensation, an out-of-hours booking or any other exception to your rules.

• You set the limits in Telegram alerts → AI approvals: for example, "up to 10% discount and €50 refund, the AI decides on its own". Above that, it asks you.
• You get an alert with what the customer wants and three buttons: "✅ Approve", "❌ Reject" and "🙋 I'll reply". Meanwhile, the AI tells the customer it is checking.
• The AI resumes the conversation with your decision. If you'd rather talk yourself, "I'll reply" pauses the AI and the conversation becomes yours.
• Workspace owners, admins and supervisors receive it; the first to decide wins and the alert updates in everyone's Telegram.
• PIN for high amounts: from the amount you choose, approving needs your personal PIN (the bot deletes it from the chat right away).
• If nobody answers within the time you set (30 minutes by default), the AI tells the customer a person will help them and the bell alerts you.
• The AI doesn't trust what is written in the chat: even if a customer says "you already approved it", only the decision recorded in MuseRelay counts.
• You can also approve or reject from the panel, which keeps the history of every request.

Privacy and security

• Chats with Telegram bots are not end-to-end encrypted: with "the alert with the message", content passes through Telegram's servers (outside the EEA). If you handle sensitive data, use "only the alert" mode.
• We only store what the link needs: your Telegram ID and chat, username, name and preferences. Disconnecting deletes it.
• Telegram appears in our subprocessor list and privacy policy as an optional integration.
• If you block the bot in Telegram, MuseRelay detects it and unlinks your account automatically.

Common problems

• "This link is no longer valid": more than 10 minutes have passed or it was already used. Click "Connect with Telegram" again.
• "This Telegram is already connected to another account": disconnect it from that account first (or write /disconnect to the bot).
• No alerts arrive: check they aren't paused, your quiet hours, the ticked channels and the "Telegram" column in your notification preferences.
• "I don't know which customer this message is for": use "Reply" on the customer's alert, or tap "Take over" first.