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: Go to your profile menu in the top-right → 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.

  1. Open Boei and go to your profile → Agent tab
  2. Scroll to the Notifications section
  3. Click Link Telegram
  4. A dialog opens with a button that says Open Telegram and a one-time code
  5. Tap Open Telegram — it opens a chat with @boei_alerts_bot and pre-fills /start <code>
  6. Press Start (or send the /start message)

The bot replies "You're linked", Boei detects the link, and the page automatically switches the Telegram notifications for new chats toggle on.

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.

Step 2: Choose When To Get Alerts

In the same Notifications section, the Telegram notifications for new chats toggle controls when alerts are sent.

You'll get a Telegram message in two cases:

  • New live chat — A visitor requested an agent.
  • Escalated chat — Your AI handed a conversation off to a human.

Escalations are always sent. New-chat alerts respect your notification schedule, just like the email and SMS alerts.

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 — Switch the Telegram notifications for new chats 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 repeating Step 1.

Notes

  • The linking code expires after 10 minutes. If it expires, just click Link Telegram again for a fresh one.
  • 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. Click Link Telegram again for a new one.
I tapped Start but the toggle didn't switch on Reload the page. If still off, click Link Telegram again.
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.