Why connect Telegram to Omnidesk
Omnidesk is used by CIS support teams with native messenger channels. Our integration adds Mini App context, structured forms and automation beyond built-in rules. 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
- Channel. Native Telegram channel for chats.
- Inbound. Mini App forms and events create or update cases through the API.
- Outbound. Rules trigger proactive Telegram messages via the middleware.
- AI. Knowledge base answers first.
Typical flows
- Form → case with structured fields
- Case update → Telegram
- Proactive outage notice
Architecture
| Layer | What runs there |
|---|---|
| Telegram | Your bot (grammY or aiogram) and Mini App |
| Middleware | A small service on your cloud: auth with Omnidesk, mapping, dedupe, templates, retries, audit log |
| Omnidesk | 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 Omnidesk 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 ↔ Omnidesk with notifications | from $2,000 | 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.