Why connect Telegram to Gorgias
Gorgias is the helpdesk of choice for Shopify brands. Combined with a Telegram storefront or support bot, it gives e-commerce teams order-aware support where customers already chat. Without the integration, Telegram becomes a separate silo; with it, every chat, order or request lands on the right record, your team gets alerts where they already are, and customers get updates in the chat they actually read.
How the integration works
- Auth. API key for an integration user.
- Inbound. Telegram messages become tickets with the Shopify customer and recent orders attached.
- Outbound. Webhooks on agent replies and ticket events send Telegram messages.
- Automation. Rules and macros handle order status questions; our AI assistant deflects FAQs before ticket creation.
Typical flows
- “Where is my order?” in Telegram → auto-answer from Shopify, escalate if needed
- Ticket reply → Telegram message
- Post-delivery review request
Architecture
| Layer | What runs there |
|---|---|
| Telegram | Your bot (grammY or aiogram) and Mini App |
| Middleware | A small service on your cloud: auth with Gorgias, mapping, dedupe, templates, retries, audit log |
| Gorgias | Native objects and automations; no custom code inside beyond fields and triggers |
| Monitoring | Failed syncs alert your team in Telegram; daily reconciliation report |
Data and compliance
Telegram IDs, usernames and phone numbers are personal data. We capture consent in the bot or Mini App, support unsubscribe and deletion, and keep data in your Gorgias region and your cloud region. A data flow document is provided for your DPO where GDPR, UK GDPR, PIPEDA, the Australian Privacy Act or regional laws apply.
Pricing and timeline
| Scope | Budget | Timeline |
|---|---|---|
| Core integration: Telegram ↔ Gorgias with notifications | from $2,500 | 1–2 weeks |
| Two-way messaging, operator replies, extra objects | +$1,500–$3,000 | +1 week |
| Additional systems (CRM, helpdesk, payments) | +$1,500–$4,000 each | +1 week |
Every integration includes mapping, a sandbox phase, a go-live checklist and 30 days of fixes. Need the bot or Mini App too? See bot development and Mini App development.
* All prices and ranges on this page are indicative. The final cost is calculated for each project individually and depends on the complexity of the task, the number of developers and specialists required, and the delivery timeline you set. Use the ranges to understand the typical bracket, not as a fixed offer; the fixed price is confirmed in writing after scoping. Read our pricing terms.