Why connect Telegram to Help Scout
Help Scout is a favourite of US and UK SaaS and e-commerce support teams for its shared inbox simplicity. There is no Telegram channel, so conversations are created via the Mailbox API and replies are relayed to Telegram by our middleware. 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. OAuth 2.0 app credentials.
- Inbound. Telegram messages become conversations in a dedicated mailbox with the customer attached; Mini App context goes into custom fields.
- Outbound. Webhooks on agent replies forward text to Telegram; status changes can notify the customer.
- Docs. Help Scout Docs answers surfaced by our AI assistant before a conversation is created.
Typical flows
- /support → conversation with order data → agent reply in Telegram
- Workflow on tag → Telegram notification
- CSAT after close via the bot
Architecture
| Layer | What runs there |
|---|---|
| Telegram | Your bot (grammY or aiogram) and Mini App |
| Middleware | A small service on your cloud: auth with Help Scout, mapping, dedupe, templates, retries, audit log |
| Help Scout | 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 Help Scout 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 ↔ Help Scout 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.