Telegram alerts: get notifications and reply to customers from Telegram

What it is

"Telegram alerts" connects your personal Telegram to Agent8Ai through our official bot, @Agent8AiAlertsBot. From then on:

• You get the panel notifications in Telegram: when a customer asks for a person, when the AI can't answer, new messages nobody is handling…
• You reply to customers from Telegram: what you write reaches the customer on their channel (WhatsApp, Instagram, Messenger, email or Telegram). The customer never sees your Telegram: your business writes to them, as always.
• You can take over a conversation, hand it back to the AI or close it with one tap, without opening the panel.

This is different from the Telegram channel: that one lets your customers message you on Telegram; this one lets your team work from Telegram.

Connect it (1 minute)

1. In the panel, open your avatar menu (top right) → Telegram alerts (it is also in My profile) and click "Connect with Telegram".
2. Telegram opens with @Agent8AiAlertsBot. Tap "Start".
3. The bot confirms the connection and the panel page refreshes by itself. Done.

The link is single-use and expires in 10 minutes: nobody else can use it to connect to your account. Each Telegram account can only be linked to one Agent8Ai account.

Everything you can do

Receive alerts

Each alert shows the customer, the channel they used and their message, with the buttons "🙋 Take over" and "📋 Open in panel". You get the same alerts as the panel bell (for example, no alert for a message the AI already answered or for emails flagged as phishing), filtered by your preferences.

Reply to a customer

1. On the customer's alert, use Telegram's "Reply" (long-press the message or swipe it left).
2. Write your answer and send it. The bot confirms with "✓ Sent to …".

When you reply, you take over the conversation and the AI pauses so it doesn't answer at the same time. You can also send photos, documents, audio and voice notes (up to 20 MB): they reach the customer as attachments.

Handle a conversation

While you handle a customer, each new message from them reaches you instantly in Telegram, and whatever you write (even without "Reply") goes to them. When you're done:

• "🤖 Back to AI": the AI agent takes over again.
• "✅ Close": closes the conversation.
• /release: stop handling it from Telegram without changing anything else.

If a teammate is already handling that conversation, the bot tells you and won't let you step on them.

If the conversation changes folder after the alert:

• Moved to Spam (from the panel or by someone else on the team): the bot sends nothing even if you reply to the alert, so the sender does not learn the mailbox exists, and it tells you why. Its alerts disappear from the bell. If it was not spam, take it out of Spam in the panel (“Not spam”) and reply from there.
• Sender moved to “Automatic”: it is only a contacts folder. You can keep replying from Telegram as usual; what changes is that their next emails do not ring or count as pending.

Commands

Commands work in both languages, whatever your language. Telegram’s “Menu” button shows the ones in your Telegram language (Spanish if it is set to Spanish, Catalan, Galician or Basque; English otherwise). The bot’s messages use your Agent8Ai account language (English or Spanish).

Your preferences

In My profile → Telegram alerts you choose what you receive and when. Each team member has their own:

• Pause all alerts without disconnecting.
• What is sent to Telegram: "the alert with the customer's message" (read and reply without opening the panel) or "only the alert, no customer data" (more private: messages never leave Agent8Ai).
• Quiet hours: e.g. from 22:00 to 08:00, no alerts.
• Which channels: untick the channels you don't want alerts from, grouped by workspace.
• Which alert types: Notification preferences has a "Telegram" column, next to "Bell" and "Email", to turn each type on or off.

Teams with several people

Each person connects their own Telegram to the same @Agent8AiAlertsBot and only gets alerts from the workspaces and conversations they can access in the panel. Everything answered from Telegram is stored in the panel conversation, under the name of whoever replied, just as if written there.

One Telegram, one user (and several organisations)

• Each Telegram can only be linked to one Agent8Ai user, and each user has one Telegram at a time. If another account tries to link with the same Telegram, the bot says it is already in use. If you connect from a different Telegram, the link moves to it and leaves the previous one.
• If you belong to several organisations with the same user, one Telegram is enough: all alerts arrive in the same chat and each one starts with “Organisation › Workspace” so you know which it is from. If you do not want the alerts from a particular channel, mute it in “Telegram alerts”.
• If you have several separate users (for example, one email per business), the same Telegram cannot be linked to both at once. You can use a second Telegram (the app allows several accounts), unlink one and link the other when you need it, or give one user access to several organisations.
• To switch user on the same Telegram: on the current one click “Unlink” (or send /disconnect to the bot) and connect it from the other.
• Mute an organisation: Each organisation can be muted entirely from “Telegram alerts” (the “Receive alerts from …” checkbox, shown if you have several organisations). So, with a single Telegram, you decide which ones you get alerts from.

Channel limits

• WhatsApp: if more than 24 hours have passed since the customer's last message, WhatsApp only allows an approved template. The bot tells you and offers to open the conversation in the panel to send it.
• Instagram and Messenger: after 24 hours you must reply as "human agent" from the panel.
• Files: 20 MB maximum (Telegram's limit for bots).

When you get alerts: AI channels and “humans only” channels

With the AI active on a channel, you do not get a bell or Telegram alert for every customer message. Before alerting, Agent8Ai checks whether the AI is going to reply; if it does, it does not bother you. On a “Humans only” channel (no AI agent) it does alert you for every message, because you have to answer it.

With an AI agent on the channel, you only get alerts for what needs a person:

• The customer asks for a person (text channels). If the customer asks to talk to a person, or needs something the AI cannot give or decide, the AI understands it from the meaning of what they write, in any language, and alerts the team. You get the alert with “🙋 Take over”. The AI tells the customer that a person has been notified and will reply, without promising a time, and can keep helping until you take over. It only works if someone on the team (owner, admins or supervisors of the workspace) has the alerts Telegram connected. If nobody has it connected, the AI does not promise that a person will answer. On voice, the handover works separately. You can switch it off on each channel, in “Channel AI agent → Alert the team when the customer asks for a person” (it comes switched on).
• AI approvals. If the AI is about to promise something that needs your permission (a discount, a refund…), you get an alert with Approve and Reject.
• Email drafts. Only on the email channel in “Prepare a draft for review” mode.
• Appointments awaiting approval. When the appointment type requires it.
• Leads and tickets. If you have alerts for new leads or tickets set up.
• When you take over by hand. When you step into a conversation, the AI pauses and from then on you receive the customer’s messages.

AI approvals

Your AI agent asks for your permission on Telegram before granting something you want to control: a discount, a refund or compensation, an out-of-hours booking or any other exception to your rules.

• You set the limits in Telegram alerts → AI approvals: for example, "up to 10% discount and €50 refund, the AI decides on its own". Above that, it asks you.
• You get an alert with what the customer wants and three buttons: "✅ Approve", "❌ Reject" and "🙋 I'll reply". Meanwhile, the AI tells the customer it is checking.
• The AI resumes the conversation with your decision. If you'd rather talk yourself, "I'll reply" pauses the AI and the conversation becomes yours.
• Workspace owners, admins and supervisors receive it; the first to decide wins and the alert updates in everyone's Telegram.
• PIN for high amounts: from the amount you choose, approving needs your personal PIN (the bot deletes it from the chat right away).
• If nobody answers within the time you set (30 minutes by default), the AI tells the customer a person will help them and the bell alerts you.
• The AI doesn't trust what is written in the chat: even if a customer says "you already approved it", only the decision recorded in Agent8Ai counts.
• You can also approve or reject from the panel, which keeps the history of every request.

AI drafts (email channel)

If an email mailbox has an AI agent in “Prepare a draft to review” mode (the default), the AI writes the reply but does not send it: it proposes it for you to approve.

• You get an alert with what the customer wrote and the proposed reply, with three buttons: “✅ Send” (the email goes out as it is, as a reply from you), “🗑 Discard” and “✏️ Edit in the panel” (opens the conversation so you can change the text).
• Once you decide, the Telegram alert is updated (“Sent by…”) and the bell alert disappears by itself. If several people receive it, the first to decide wins and the others are updated.
• If the customer writes again, or someone replies by hand, the alert changes to “No longer needed” and the buttons are removed.
• With content set to “alerts only” no texts are shown and you can only open the panel: nothing is approved blind.
• You can choose whether you want this alert (and through which channel) in Notification preferences → “AI draft to review”.

Appointments awaiting approval

When the AI leaves an appointment request pending (appointment type with “Requires approval” on an email mailbox in draft mode), you get an alert with the person, the service, the day and time, the notes and what the customer wrote, with two buttons: “✅ Approve” (the appointment is confirmed and the customer gets their confirmation) and “❌ Reject” (it is cancelled and they are told). The first to decide wins and the alert is updated for everyone. If the slot is no longer free when you approve, it tells you and you can reject it or move it from the calendar. With content set to “alerts only” you can only open the panel.

Privacy and security

• Chats with Telegram bots are not end-to-end encrypted: with "the alert with the message", content passes through Telegram's servers (outside the EEA). If you handle sensitive data, use "only the alert" mode.
• We only store what the link needs: your Telegram ID and chat, username, name and preferences. Disconnecting deletes it.
• Telegram appears in our subprocessor list and privacy policy as an optional integration.
• If you block the bot in Telegram, Agent8Ai detects it and unlinks your account automatically.

Common problems

• "This link is no longer valid": more than 10 minutes have passed or it was already used. Click "Connect with Telegram" again.
• "This Telegram is already connected to another account": disconnect it from that account first (or write /disconnect to the bot).
• No alerts arrive: check they aren't paused, your quiet hours, the ticked channels and the "Telegram" column in your notification preferences.
• "I don't know which customer this message is for": use "Reply" on the customer's alert, or tap "Take over" first.