--- title: "Telegram and website chat: Concierge docs | Chargezen" description: "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." url: "https://chargezen.com/docs/concierge/channels/telegram-and-web-chat" lang: "en" updated: "2026-10-19" --- Canonical URL: https://chargezen.com/docs/concierge/channels/telegram-and-web-chat # 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. 1 #### 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. 2 #### 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. 3 #### 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](https://chargezen.com/docs/concierge/credits-and-usage)). If you record calls, the notice comes from your [call recording policy](https://chargezen.com/docs/concierge/phone/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. 1 #### 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. 2 #### 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). 3 #### 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**. 4 #### 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. 5 #### Assign an agent Click **Open Agents**, configure the agent that should answer, tick the Telegram connection under **Channels and replies** and click **Save Agent**. 6 #### 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. Private details stay private 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](https://chargezen.com/docs/concierge/channels/slack) or Telegram. ## Related **Guides** * [Getting started](https://chargezen.com/docs/concierge/getting-started) * [Slack](https://chargezen.com/docs/concierge/channels/slack) * [WhatsApp](https://chargezen.com/docs/concierge/channels/whatsapp) * [Troubleshooting](https://chargezen.com/docs/concierge/troubleshooting) **On the product page** * [Website chat](https://chargezen.com/concierge/channels/website-chat) * [Concierge on Telegram](https://chargezen.com/concierge/channels/telegram) * [Squircle Launcher](https://chargezen.com/concierge/squircle-launcher) * [Floating Launcher](https://chargezen.com/concierge/floating-launcher) **Learn more** * [What is AI customer service?](https://chargezen.com/glossary/ai-customer-service) ### Related Articles [ #### Slack Ask agents from your team's Slack ](https://chargezen.com/docs/concierge/channels/slack)[ #### Text messages (SMS) Answer customer texts ](https://chargezen.com/docs/concierge/channels/sms)[ #### Credits and usage What website voice uses ](https://chargezen.com/docs/concierge/credits-and-usage) Was this page helpful? 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