Telegram and website chat
Put a Concierge agent in chat on your website, help desk and checkout, and connect a Telegram bot, with the exact admin steps for each.
Last updated: 2026-10-19
Customers ask most of their questions where they already are: on your website, at checkout, or in a chat app. This guide covers the chat channels in Concierge > Deploy > Channels that aren't phone, text, WhatsApp, email or Slack: Web (chat and a help desk on your storefront), Shopify Checkout and Telegram.
Whichever you use, the agent works the same way: the same instructions, tools, approvals and memory of the customer as on every other channel, and every conversation lands in Operate > Inbox.
Website chat
On the Web card, click Configure launcher. You choose from four storefront surfaces:
- Squircle Launcher: chat, help and order tracking on every page.
- Floating Launcher: a small chat button for product and cart pages.
- Help Desk: a self-service help page for orders and questions.
- QR experience: a trackable QR code for packaging and receipts that opens Concierge.
Style the launcher
Click Customize Squircle or Customize Floating. Pick a template and theme, set colors and text, and check the live preview. The Customize Help Desk and Configure QR code buttons open those surfaces.
Turn it on in your theme
In your Shopify theme editor, open App embeds, switch on the Concierge Widget, choose Squircle or Floating as the Launcher style, and save the theme. There's no code to paste.
Assign an agent
Go to Deploy > Agents, click Configure on a Customer Agent, tick Web under Channels and replies, set the reply style and length, and click Save Agent. The Web card then shows Ready.
Let shoppers talk to the agent
On the agent's Configure Agent page, Website voice lets shoppers speak with the agent in website chat. Turn on Enable voice on the website and write the Opening line for shoppers, which is spoken once when voice starts. Choose who can start voice in the launcher settings. Speech is paid from your Concierge credits at provider cost, with no markup (see Credits and usage). If you record calls, the notice comes from your call recording policy.
Chat in Shopify checkout
Shoppers with a question at checkout can get help without leaving it. On the Shopify Checkout card, click Configure checkout chat and set up the checkout chat, then assign the Checkout channel to a Customer Agent under Channels and replies.
Telegram
Connect a Telegram bot you own, and the agent answers the Telegram chat you point it at. Each connection is one Telegram chat: a group, a channel, or a private chat with your bot. Add more connections for more chats.
Create a bot in Telegram
In Telegram, message @BotFather, send /newbot and follow the prompts. BotFather gives you the bot's username and a bot token. Keep the token private; anyone with it can control the bot.
Find the chat ID
Add the bot to the group or channel it should answer in, or start a private chat with it. Note that chat's ID (group and channel IDs usually start with a minus sign).
Add the connection
In Chargezen, go to Deploy > Channels and click Configure Telegram on the Telegram card. Click Connect new Telegram channel and fill in Connection name, Telegram chat or channel ID, Telegram chat name, Bot username and Telegram bot token. Click Save connection.
Point the bot at Chargezen
After saving, the page shows the Webhook URL and a Webhook token. Register that URL as your bot's webhook with Telegram (the Bot API's setWebhook method), using the webhook token as the secret_token. Chargezen rejects any update that doesn't carry that token. The token appears only right after you first save the connection, so copy it then.
Assign an agent
Click Open Agents, configure the agent that should answer, tick the Telegram connection under Channels and replies and click Save Agent.
Check the status
Under Verify Channel, Inbound webhook and Outbound send should both say Ready. Then send a message in the chat to test it; the agent's reply comes back in the same chat.
Before a Telegram user gets order or account details, the agent asks them to confirm a sign-in code sent to their email. That links their Telegram account to their customer record.
Troubleshooting and FAQ
The launcher doesn't show on my store
Check that the Concierge Widget app embed is on in the theme you published, with the launcher style you customized, and that you saved the theme.
The Telegram bot doesn't answer
First check that you registered the webhook with Telegram using the exact Webhook URL and Webhook token from the connection. If Inbound webhook says Needs provider webhook, the chat ID is missing: edit the connection and add it. If Outbound send says Needs bot token, edit the connection and paste the token. Also check the chat ID matches the chat you're testing in, and that the connection is assigned to an active agent.
Does the agent read photos on Telegram?
It reads message text and the caption on a photo.
What about Microsoft Teams or Discord?
Concierge doesn't connect to Teams or Discord. For team chat, use Slack or Telegram.
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