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Initiate a telegram conversation where the official mechanism permits it

An operator starts a Telegram conversation with a customer who has already messaged the company's bot at least once — the only case Telegram's Bot API allows a bot-initiated message.

When this happens: Operator opens a Contact's profile and selects Start a Telegram conversation.

Step by step

  1. 1

    Open *Ion Rusu*'s profile, which lists Telegram among his reachable channels (he messaged *@sales_bot* last month).

  2. 2

    Click Start a Telegram conversation and types a message.

    Calls sendMessage to Ion's Telegram user id via *@sales_bot*. EasyCRM creates the conversation with the operator as the responsible party.

If something goes wrong

No eligible telegram identity

The Contact has no ContactChannelIdentity (TelegramUserId). Start a Telegram conversation is not offered; a tooltip explains: This customer hasn't messaged @sales_bot yet — Telegram requires the customer to start the conversation first

Customer has blocked the bot since

The send at step 3 is rejected by Telegram as forbidden. Handled as UC-19.10.

Good to know

  • Telegram has no approved-template requirement — initiation is a normal message, unlike WhatsApp.
  • Eligibility is based on the platform's own inbound history, because Telegram exposes no API to check in advance whether a user has started the bot.