The solution is for teams that need to support customers from a real Telegram Business account while operators stay inside CRM.

• Incoming Telegram Business messages automatically create the client, case, and chat in CRM.
• CRM replies are sent back to the same Telegram conversation from the connected business account.
• Message edits and deletions are synchronized with the case history.
• Closing a case can send a final message and a service rating request.
• The dialog route stores the Telegram Business connection id, so replies are not sent as regular bot messages.

1. Create a bot in Telegram using @BotFather with the /newbot command. Save the issued bot token.
2. In BotFather, enable Business Mode for the bot.
3. Open your Telegram Business account:
   Settings → Telegram Business → Chatbots.
4. Add the created bot as a connected bot.
5. Allow the bot to:
   • read incoming messages;
   • send replies;
   • work with new chats and non-contacts.
6. Connect and configure the integration in the CRM.