Telegram Alerts for Agents

Get a Telegram message the moment a customer needs a live agent — alongside (or instead of) email and SMS alerts.

How to get there: Click your profile menu in the top-right → Settings → Agent tab → Notifications section.

How It Works

Boei runs a single global Telegram bot called @boei_alerts_bot. You link your Boei account to that bot once. After that, every new live-chat notification and escalation goes straight to your Telegram, with a tap-to-open link to the inbox.

You don't need to install anything or run your own bot. You just need a Telegram account.

Step 1: Flip the Telegram Toggle On

  1. Open Boei and go to your profile menu → Settings → Agent tab
  2. Scroll to the Notifications section
  3. Flip the Telegram toggle on

If your account isn't linked to Telegram yet, a dialog opens automatically with a button that says Open @boei_alerts_bot and a one-time code.

  1. Tap Open @boei_alerts_bot. It opens a chat with the bot and pre-fills /start <code>.
  2. Press Start (or send the /start message).

The bot replies "You're linked", Boei detects the link, the dialog closes on its own, and the Telegram toggle stays on.

If you close the dialog without completing the link, Boei flips the toggle back off so the UI matches your actual state. Flip it on again whenever you're ready to link.

Tip: If you can't tap the button, search for @boei_alerts_bot in Telegram, open the chat, and send /start <the code from the dialog> manually.

What the Toggle Controls

The Telegram toggle (in the Notifications section) is the only control. There is no separate per-event setting.

While the toggle is on, you'll get a Telegram message in both of these cases:

  • New live chat, a visitor requested an agent.
  • Escalated chat, your AI handed a conversation off to a human.

Escalations are always sent while you're linked and the toggle is on. New-chat alerts also respect your notification schedule, just like the email and SMS alerts.

To stop alerts, flip the Telegram toggle off (you stay linked, so re-enabling later doesn't re-run the linking flow) or use Unlink to disconnect completely.

What the Alert Looks Like

A typical message:

⚠️ Chat escalated - customer needs help

Customer: [email protected]

https://app.boei.help/inbox?message=...

Tap the link to jump straight to the conversation in your inbox.

Muting and Unlinking

  • Temporarily mute: Flip the Telegram toggle off. You stay linked, but no messages are sent until you turn it back on.
  • Unlink entirely: In the Notifications section, click Unlink next to the linked status. Boei forgets your chat ID and turns the toggle off. You can re-link any time by flipping the toggle back on and completing the linking dialog.

Notes

  • The linking code expires after 10 minutes. If it expires, close the dialog, flip the Telegram toggle off and back on for a fresh code.
  • Each Boei account can be linked to one Telegram chat. Linking a new one overwrites the old.
  • Alerts are delivered as direct messages from the bot. The bot does not read or store your conversations, it only sends notifications.

Troubleshooting

Problem Solution
"That link code is invalid or expired" Codes last 10 minutes and are single-use. Close the dialog, flip the Telegram toggle off and back on for a new one.
I tapped Start but the toggle didn't switch on Reload the page. If still off, flip the Telegram toggle off and back on to restart the linking flow.
I'm getting too many alerts Use the notification schedule (in your Agent settings) to limit when new-chat alerts are sent. Escalations are always sent.
I don't get any alerts Check that the toggle is on, and that your agent profile has email or SMS alerts working as a baseline. If those work but Telegram doesn't, unlink and re-link.