Telegram Customer Service Bot

Telegram Customer Service BOT | Demo https://t.me/ForwardHubBOT

Free Trial of Two‑Way Forwarding / Customer‑Service Bot

Online trial steps:

1

Chat with the bot and send any message @ForwardHubBOT

• At this moment, in the conversation with the bot, your role is a customer/user, sending messages to support.

2

Join the group @ForwardHubBotGroup

• Right‑click the bot‑forwarded message in the group → Reply, and enter any content to reply;

• The bot will send your quoted reply in the group back to the customer/user as a private message;

• At this moment, in the group, your role is a support agent.

Introduction to the Telegram Customer‑Service Bot

The Telegram customer‑service bot is free forever! It’s a great alternative to products like livegram.

Unlike https://docs.nextcli.com/cloud/telegram-bot/telegram-group-management-bot and https://docs.nextcli.com/cloud/telegram-bot/cryptocurrency-notification-bot, this bot is designed to provide a unified external support entry point for individuals/companies/organizations/teams that are two‑way messaging restricted in Telegram!

Main capability: forward a user’s conversation with the bot to a specified person or group.

Main scenarios:

• ✅ A unified support account for a company/organization/team (multiple agents can reply to the forwarded customer messages in the group via quoted replies — convenient for shift handover and multi‑agent collaboration);

• ✅ For organizations/teams that want to hide personal Telegram identities.

🌟 Workflow of Two‑Way Forwarding / Customer‑Service Bot

Telegram bot forwarding workflow (click to enlarge)

Highlight Features

We proudly call it the strongest support bot — fully supports all Telegram message formats and quote/reply chains both ways! It also supports two‑way message deletion!

All these innovations come from our 5+ years of hands‑on experience operating Telegram forwarding‑style support.

1. Support every message/resource type

   1. Supports every message/resource type available on Telegram Desktop and Mobile Apps.

   2. Including: Text, Photos/Videos, Documents, Polls, Location, Wallet, Emoji (including Telegram Premium Emoji), Stickers, GIFs.

   3. Also supports almost all file formats like zip/rar/mp3/mp4/screen‑recorded videos, etc.

2. Quoted replies and preserved quote chains

   1. Supports quoted replies and preserves quote chains in both directions.

   2. Example: If user A sends Text‑1 then replies by quoting that message with Text‑B, the BOT side will show that user A quoted Text‑1 and replied Text‑B. Quotes from the support side are mirrored back to the user.

3. Shows message edits

   1. If user A sends Text‑1 and later edits it to Text‑A1, the BOT will quote the original Text‑1 and display the edited content Text‑A1.

4. Two‑way deletion

   1. Delete messages the support side sent to the user.

   2. Delete messages the user sent to the BOT, and the message will also be deleted on the user side.

   3. Delete all two‑way conversation history between the user and the support BOT.

5. Standalone send when quote missing

   1. If a message has no valid quote chain (e.g., the user deleted the referenced message on their side), the system will attempt to send as a new standalone message.

6. Edited messages displayed with quote

   1. When the user edits an already‑sent message, the support side will display the edited version using a quote.

7. Attempt fallback when referenced message deleted

   1. If the user has deleted the referenced message when the support tries to reply, the BOT will attempt a standalone send and return success/failure status.

8. /send command (no quote)

   1. Support the /send message command to send a message to the user without quoting previous context.

9. Broadcast to all users

   1. Broadcast to all: Send a message to all users who have ever chatted with the BOT (except those who blocked it).

10. And more

    1. And more… try it yourself!

How to Use

1

Create a BOT

Chat with @BotFather, send /newbot to create a new BOT, or use /mybot to pick an existing one. Get the API Token (example): 506853588:AAFr81Dfz2ZpMxAQpfMXGHAXM_7Qo_h_xUX

2

Add the BOT in Cloud Platform

Add the BOT token here: Cloud Platform – Customer‑Service BOT

Set Forward‑to Chat ID to a personal ID or a group ID (see below).

3

Configure where the BOT forwards messages (to a person or to a group)

Single‑Agent Mode

When a customer chats with the BOT, the BOT forwards messages to the admin’s personal chat.

Single‑Agent Tutorial >>

Multi‑Agent Mode

• When a customer chats with the BOT, the BOT forwards messages to a group. Any group member can quote‑reply the forwarded customer message, and the BOT will relay it back to the user.

• You need to add your BOT to the group, set it as Administrator, and grant all admin permissions.

• In the group, use /id to get the current Group ID (⚠️Note: switching a private group to public may cause a Group ID change; please update it in the Cloud console in time).

Multi‑Agent Tutorial >>

How to Get Chat ID

Single‑Agent Mode: Personal ID

Use your personal Telegram account to chat with the BOT, then send /id to retrieve it.

Multi‑Agent Mode: Group ID

After adding your BOT into a group, send /id to retrieve the Group ID.

Single‑Agent Tutorial

Introduction

In single‑agent mode, the BOT forwards the customer’s messages to the admin’s personal chat.

Configuration

• Chat with @BotFather, send /newbot to create a bot, or /mybot to manage tokens, e.g., 506853588:AAFr81Dfz2ZpMxAQpfMXGHAXM_7Qo_h_xUX

• On the Add BOT page, fill/edit the BOT Token. Set Forward‑to Chat ID. If you don’t have it yet, you can skip it for now.

• After saving the token, the Cloud platform takes over the BOT. Use your Telegram account to chat with the BOT and send /id to get your own personal ID (messages will be forwarded to your personal account). Then go back to the Cloud Console and fill it in Forward‑to Chat ID.

Done! From now on, the conversation between the customer and the BOT will be forwarded to the admin’s personal chat.

Test

• Customer simulation: send a message “123” to the BOT — the BOT forwards it to yourself.

• Support simulation: quote the forwarded customer message “123” and reply “456” — the BOT relays “456” to the customer (still yourself).

You can also test with another Telegram account for a more realistic flow.

Notes

You can clear the conversation history at any time, but do not stop or block the BOT.

Multi‑Agent Tutorial

Introduction

In multi‑agent mode, the BOT forwards messages to a group. Anyone in the group can quote‑reply the forwarded customer message, and the BOT will relay it to the customer.

This enables scenarios like support/tech/owner co‑working in the same group, shift handovers, and transparent progress tracking.

Configuration

• Chat with @BotFather, send /newbot to create a bot, or /mybot to manage tokens, e.g., 506853588:AAFr81Dfz2ZpMxAQpfMXGHAXM_7Qo_h_xUX

• On the Add BOT page, fill/edit the BOT Token. Set Forward‑to Chat ID. If you don’t have it yet, you can skip it for now.

• Create a private group, and add the support BOT into the group.

• Send /id to get the group ID, then go back to the Cloud Console and fill it in Forward‑to Chat ID.

Recommendation: set the group option “Can new members see chat history” to Visible so you can copy message links in the future (e.g., https://t.me/nextcli/20)

Done! From now on, the conversation between the customer and the BOT will be forwarded to the group.

Test

• Customer simulation: send a message “123” to the BOT — it will be forwarded to the group.

• Support simulation: quote the forwarded message “123” and reply “456” — the BOT relays “456” to the customer.

You can also test with another Telegram account for a more realistic flow.

Notes

You can clear the conversation history at any time, but do not stop or block the BOT.

Command	Description
/id	Get Chat ID — can be used in a group or in private with the BOT
/ban	Ban a user: quote the user’s forwarded message and reply with /ban to block the user from chatting with the BOT
/unban	Unban a user: quote the user’s forwarded message and reply with /unban to allow chatting again
/send	Send a message to the user without quoting context
/delete	Two‑way delete the quoted message: quote a message and reply /delete to delete on both sides
/deleteall	Two‑way delete all conversation history with the user: quote a user message and reply /deleteall to delete all chats between the user and the BOT
More commands coming! 😊

⚠️ Important: Group IDs can change!

Changing group type can change the Group ID. If the BOT still forwards to the old ID, messages won’t reach the group.

1. If the group is created as private, its Group ID is usually short, e.g., -4731660548 (not recommended);

2. After enabling “history visible to new members” or converting to a public group (careful: public groups expose messages via @username), the Group ID becomes longer, e.g., -1002649557645 (recommended).

Pre‑setup suggestion

• After creating the group, first switch Group Type to Public, then back to Private — the Group ID will become -10… and remain stable.

• Once set to Public, new messages allow “Copy Message Link” for later sharing/locating.

• Recommend enabling History visible to new members (default is Hidden).

For questions or feature requests, please contact @NextCLiCloudBOT