Setup guide
GramDesk turns a regular Telegram bot into a shared support inbox. Customers write to your bot, while your team replies from a private Telegram group where every customer gets a separate topic. You do not need code: create a bot in BotFather, connect the token to GramDesk, add the bot to a group and test the first conversation.
Only need a website button? Open the Telegram Button Generator.
@BotFather
/newbot → token
@GramDeskBot
Add bot → Connect group
Private Telegram group
Topics → team replies
You do not need to create a separate CRM or write an integration. The basic setup happens inside Telegram: create a bot, connect it to GramDesk and add it to a private support group.
Still choosing the right workflow? See examples for website support, online stores, freelancers, small teams.
To create the bot and manage the group
Customers will write to it for support
Required to connect the bot to GramDesk
Your team will reply to customers there
Every customer gets a separate conversation
This is the basic launch flow. After it, a customer can write to your Telegram bot and the message will appear in the support group as a separate topic.
Open Telegram and find @BotFather. Send /newbot, choose a bot name and username. BotFather will send a token. Save it because you will need it to connect the bot to GramDesk.
/newbotDo not publish the token publicly. It gives a service access to your bot.
Open @GramDeskBot, press Start and choose Add bot. Paste the token you received from BotFather. GramDesk will be able to receive messages from your bot and link them to a support group.
@GramDeskBotOpen @GramDeskBotCreate a separate private Telegram group for customer support. Add your teammates and your Telegram bot. Avoid using a regular work chat so customer conversations and internal messages do not mix.
Open group settings and enable Topics. This is the key GramDesk layer: every customer gets a separate topic, so the team sees history and does not mix conversations.
Group settings -> Topics -> EnableAdd the bot as a group administrator and enable permissions needed for topics and messages. At minimum, it needs to manage topics and send messages. If Telegram shows Manage topics, Delete messages and Pin messages, enable them for stable operation.
These permissions are used to organize support conversations, not to control your team chat.
Return to @GramDeskBot and choose Connect group. Select the support group you created. GramDesk will link the Telegram bot with the group, and new customer messages will appear there as separate topics.
Connect groupOpen your customer-facing bot as a normal user and send a test message. A new topic should appear in the support group. Reply inside that topic - the user should receive your reply in the bot chat.
The customer sends a question to your support bot.
A separate conversation appears in your private group.
Any teammate can answer inside the customer topic.
The response goes back to the same bot chat.
The customer never sees managers’ personal accounts. For them, it looks like a normal chat with your Telegram bot, while your team works from a private group.
Check that the bot is connected to GramDesk with the token and that the group was selected through Connect group. Also make sure you are testing the customer bot, not @GramDeskBot.
Check that Topics are enabled in the group and that the bot has permission to manage topics. Without topics, GramDesk cannot separate customers cleanly.
Make sure the reply is sent inside the customer topic, not in the general group chat. Also check that the bot is still connected and has not been removed.
Open @BotFather, choose the bot and regenerate the token. Then update the token in GramDesk.
Create a Telegram bot, connect it to GramDesk and test the first customer conversation in your support group. Your team replies from Telegram, while customers write to your bot.
The basic workflow works for more than text questions. Customers can send files, photos, voice messages and other Telegram message types when support needs context.
No. For the basic setup, Telegram, BotFather and the GramDesk management bot are enough. Code is only needed for custom integrations.
No. Customers write to your Telegram bot. The team replies from a private group, so managers’ personal accounts do not need to be published.
Yes. Add employees to the private support group. They can see customer topics and reply without a separate per-agent charge.
You can use separate bots and groups for different projects, or design the workflow so the team sees where each customer came from. Clear bot and group names help a lot.
Yes. After setup, add a Telegram link or button to your website. For a simple option, use the Telegram Button Generator.
One active bot costs about $0.10 per day, roughly $3 per month. Teammates are included without separate payment.