Telegram

Telegram is the fullest team assistant. It supports DMs and group chats, inline buttons, and editing messages in place, which is what makes alerting there behave well.

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Setup

Your operator connects a bot for your workspace. Then link each team member under Settings, then Channels: mint a code, and they open the deep link or send the code to the bot. To use a group, add the bot to the group and link the group with /link CODE. When the bot joins it posts a short card naming the group, its link state and what to do next, then deletes that card after a minute so it does not clutter the chat. Removing the bot from a group revokes that group’s link.

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Alerts

Escalations, SLA breaches, mentions and the daily digest can all be delivered to Telegram, either to individuals or to a group. Configure destinations under Settings, then Handoff. Alerting behaviour that matters:

• An open escalation owns one message. Reminders edit that message rather than posting new cards, so a chat does not fill with duplicates of the same alert.
• Alerts stop once someone answers. Acknowledging, resolving or handing back edits the card down to a single line.
• Bursts coalesce. A flood folds into one message with a climbing count.
• The digest replies onto the thread it started, rather than adding a card a day.

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The Acknowledge button

Escalation alerts carry an inline Acknowledge button. Pressing it acknowledges the escalation in Vorel and stops the reminder chain. The press is authorised by whoever pressed it. Being in the group is not enough.

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Replying to a customer

Reply natively to an escalation alert and your text goes to that customer, on whatever channel they are on. You do not pick a channel; the assistant knows where the conversation lives. Prefix your reply with note:, ملاحظة: or /note and it becomes an internal note instead. Internal is opt-in, and that direction is deliberate: the safe failure is a note that should have been a reply, not a private remark sent to a customer.

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Commands

Commands are registered with Telegram in English and Arabic, so they appear in the app’s own menu. The available set differs between a DM, a group, and a group administrator. /pause asks twice. It arms a short-lived confirmation and only a followed-up /pause confirm actually pauses. Pausing stops every channel at once, silently, for every customer, so it is deliberately harder to do by accident.

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Asking questions

Anything that is not a command is a question. The assistant queries your workspace and answers. In a DM it shows a draft indicator while it works. In a group it posts a short placeholder and edits it into the answer. Answers to an individual’s question render for that person alone where Telegram supports it.

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Approvals

If your workspace requires approval for a write action, the request is parked and an approval card is posted to your approvers here. The card shows exactly what will happen before anyone approves it. See Governance.

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Quiet hours

Each person can set a window where pushes are silenced. It never silences the in-app notification, and never silences a group, so nothing is lost. Urgent escalations can override it.