Telegram Notifications
You can get KnowStack notifications in Telegram and act on customer chats from there: take over a conversation, approve a draft reply or set a lead's status, without opening KnowStack. Each person links their own Telegram and chooses what they want to receive.
Connect Telegram
- Open Settings and select the 'Notifications' tab.
- In the 'Telegram' section, click 'Connect Telegram'. Telegram opens with the KnowStack bot.
- Press Start in Telegram. The page shows 'Press Start in Telegram to finish connecting.' until you do.
- Back in KnowStack, the section shows 'Connected as' with your Telegram name.
- Optional: click 'Send test message' to check that messages arrive.
The link in 'Connect Telegram' works for 10 minutes. If Telegram didn't open, click 'Open Telegram again'. If you belong to several companies, one Telegram chat receives notifications from all of them, and each message names the company.
Choose what you receive
Your choices are under the connection. Tick what you want, then click 'Save' at the bottom of the tab.
'Customer chats' is shown to people who can manage website chat, Messenger or Instagram. It is a grid with one column per channel. Everything is on until you untick it.
| Event | Channels | What it tells you |
|---|---|---|
| 'AI couldn't answer / needs a person' | Instagram, Messenger, Website chat | The knowledge base had no answer, or a website visitor asked for a person |
| 'Draft waiting for approval' | Instagram, Messenger | A draft reply waits in review mode |
| 'Draft about to expire' | Instagram, Messenger | A draft will soon be too late to send |
| 'Customer left contact details' | Instagram, Messenger, Website chat | A new lead was saved. These alerts include the customer's name, email and phone |
| 'Connection problem (reconnect needed, another app replying)' | All | A Facebook account needs reconnecting, another app is answering a Page, or a lead webhook stopped |
'Other notifications' covers the rest of KnowStack:
| Group | On by default |
|---|---|
| 'Knowledge base: generation finished, failed or needs review' | Yes |
| 'Data collection failed' | Yes |
| 'Data collection finished' | No |
| 'Tests and audits' | No |
| 'Support tickets' | Yes |
| 'Team: invitations and role changes' | No |
| 'Account and system alerts' | Yes |
Telegram receives a copy of what you would see in the bell, filtered by these choices. It doesn't depend on your email settings.
Buttons in the messages
| Button | Where | What it does |
|---|---|---|
| 'Take over' | 'AI couldn't answer' alerts | Assigns the conversation to you, so the AI stops answering it. Reply in KnowStack |
| 'Approve and send' | Draft alerts (Messenger, Instagram) | Sends the draft to the customer |
| 'Discard' | Draft alerts | Drops the draft. Nothing is sent |
| 'Contacted', 'Qualified', 'Won', 'Lost' | 'New lead' alerts | Sets the lead's status |
| 'Open conversation', 'Open in Leads', 'Reconnect' | Most alerts | Opens the right page in KnowStack |
When someone acts on an alert, every teammate's copy is updated with who did what, and its buttons are removed, so two people never answer the same customer. If the action is no longer possible, Telegram says so: for example 'Already handled', or 'Not sent: the reply window for this customer has closed'.
Buttons check your access at the moment you tap. If your role or your company's plan no longer allows it, you see 'You no longer have access to this'. Lead status buttons stop working after 30 days; change the status in Leads instead.
Pause or disconnect
- Tick 'Pause Telegram' and click 'Save' to stop all Telegram notifications for a while without disconnecting.
- Click 'Disconnect' and confirm to unlink Telegram. Your choices are kept for when you reconnect. Sending /stop to the bot also disconnects.
- If you blocked the bot, the section shows 'Telegram stopped delivering. You may have blocked the bot.' Unblock it and click 'Reconnect'.