Real account connection
Your team's Telegram accounts connect to the panel by QR code. The customer writes to a real person, not a bot.
Integrations
Bitrix24 Telegram Integration
Stop opening a separate app for customers who write on Telegram. Your team's Telegram accounts connect to Bitrix24 and conversations are written to the same customer record.
At a glance
- Real account connection
- One inbox
- The same customer record
- Unrestricted first contact
- Two-step verification
Why Telegram gets overlooked
Because it is less widespread than WhatsApp, most setups never address it. The result:
- Telegram enquiries never entering the CRM
- Agents switching between two apps through the day
- The same customer's WhatsApp and Telegram conversations sitting apart
- Not knowing which ad a Telegram customer came from
- Missing Russian-, Persian- and Arabic-speaking customer groups
- Response time measured only for WhatsApp, leaving the real picture incomplete
Scope of the implementation
Telegram connects to the same infrastructure as WhatsApp; no separate system is built.
One inbox
Telegram conversations sit in the same list as WhatsApp, with a channel filter to view Telegram only.
The same customer record
Conversations write to the Bitrix24 record; owner, stage, tags and notes work as they do for WhatsApp.
Unrestricted first contact
With no 24-hour window and no template approval, you can write to a customer directly whenever you need to.
Two-step verification
If two-step verification is enabled on your Telegram account, the connection supports it ; you do not have to turn your security setting off.
The same reports
Response time, reachability and volume reports are read from one place, broken down by channel.
A real account, not a bot: why it matters
Most Telegram integrations run through a bot and the customer notices immediately: no profile photo, a username ending in "…_bot", a conversation that starts formal and cold. What connects here is the team's own account, so on the other side there is a real person with a username and a photo. In businesses where trust drives the decision, such as health tourism, that difference affects the purchase directly.
- A real account with a username and profile photo
- The customer starts the conversation as they always would
- Voice notes, photos and documents work the same way
- Agents can write from the panel or from their own Telegram app
The same list, separable by channel filter
Telegram conversations sit in the same inbox as WhatsApp, so agents work from one screen through the day. When you want to look at Telegram only, the channel filter is enough. That separation also helps in reporting: how many enquiries came from each channel, where response time is longer, and which channel converts better can all be seen separately. In most of our clients Telegram converts better than WhatsApp; because customers who write there tend to be further along in their decision.
- One list, separable by channel filter
- Enquiry volume and response time per channel
- Conversion comparison per channel
- The same customer's conversations across both channels merge on one record
There is no 24-hour rule on Telegram
On WhatsApp, a 24-hour window opens after a customer writes to you; once it closes you can only re-open contact with an approved template. Telegram has no such restriction. That is a real advantage in businesses with long decision cycles: sending a price update or an appointment reminder weeks later does not require waiting for template approval. Follow-up flows are often more flexible to build on Telegram.
- No template approval required
- You can send the first message directly at any time
- More flexible than WhatsApp in long follow-up cycles
- Follow-ups can be built with the same automation logic
Who does it really matter for?
Telegram is not as widespread as WhatsApp across the general population in Turkey, but it is the primary channel for specific customer groups. For our health tourism clients, Russian-speaking patient flow comes largely through Telegram, and the same holds for enquiries from Central Asia, the Caucasus and Iran. In software, gaming and crypto, Telegram is already the default. If you receive enquiries from these groups, not connecting Telegram means leaving that line entirely outside measurement.
- Russian-speaking patient and customer flow
- Enquiries from Central Asia, the Caucasus and Iran
- Software, gaming and crypto sectors
- Communication with overseas dealers and suppliers
Operational differences between Telegram and WhatsApp
Both work in the same inbox, but their rules differ; the setup follows accordingly.
| Topic | Telegram | |
|---|---|---|
| Connection | QR code, within minutes | QR code or Meta approval process |
| 24-hour rule | Does not apply | Applies |
| Approved templates required | No | Outside the window, yes |
| Can you message first? | Yes, freely | On an official line, with templates |
| What the customer sees | A real account, not a bot | A personal number or your business name |
| Group chats | Supported | Supported on QR lines |
| Ad conversion reporting | No | Yes, on an official line |
| Monthly cost | USD 50 per line | USD 50–60 |
How would this work in your process?
In a free 30-minute call we listen to your workflow and map out how this would run in your company.
How we work
Telegram is usually added alongside a WhatsApp setup and does not need a separate project.
- 01
Deciding which teams connect
We identify the agents who receive Telegram enquiries; each account connects as its own line.
- 02
Connecting the accounts
QR codes are scanned, and where two-step verification is on, that step is completed too.
- 03
Record matching and queues
Which Open Channel Telegram conversations land in, and how they are routed, is defined.
- 04
Follow-up flow and training
Because there is no template restriction, follow-up messages are designed and the team is trained.
What you end up with
- Telegram lines connected to Bitrix24 through real accounts
- A shared inbox with WhatsApp and a channel filter
- Multi-channel conversation history merged on one customer record
- Follow-up and reminder flows with no template restriction
- Response time and volume reports broken down by channel
- Recorded training for the team
Product pages
Technical detail and the live demo are on the product's own site.
FlexInbox | Telegram CRM integration
How the Telegram connection is built, the real-account model and panel features.
flexinbox.ioFlexInbox | Bitrix24 integration
The official account of the Open Channel flow and Bitrix24 setup steps.
flexinbox.ioFlexInbox: interactive demo
A live demo of the real panel with sample data, no sign-up required.
flexinbox.ioFeatures
Related features
The modules we most often roll out alongside this one; they reinforce each other in the same setup.
WhatsApp Integration
Your customers are already on WhatsApp. When those chats stay on personal phones, the process cannot be measured. We connect your official WhatsApp Business number to Bitrix24 and attach every message to a customer record.
Lead Management
Collecting leads is the easy part. Responding quickly, assigning correctly and following up consistently is where deals are won. We build Bitrix24 around those three things.
Automation Robots
If a rep's day goes to logging records, setting reminders and retyping the same email, that is revenue leaking. We move that work to robots and give your team back the conversations.
Call Center
When a customer calls, your agent should already see past conversations, open tickets and active deals. We connect your telephony to Bitrix24 so the call and the data arrive together.
Other integrations
WhatsApp is the primary channel for customer communication in Turkey, yet in most setups it sits outside the CRM. We connect your team's own number to Bitrix24 Open Channels.
AI Assistant
An assistant that gives the first answer to enquiries arriving out of hours, trained on your own price list. When it does not know, it hands off to the Bitrix24 queue rather than inventing an answer.
Meta Ads
It is not enough for the form to reach your CRM; the ad it came from should reach it too. Otherwise the question "which ad brought sales" has no answer at the end of the month.
Frequently Asked Questions
Is our customer writing to a bot?
No. What connects is the team member's own Telegram account, so the other side sees a real person with a username and profile photo. With bot-based integrations customers notice immediately and trust weakens.
We have two-step verification on. Is that a problem?
It is not. The connection supports two-step verification and you do not have to turn your security setting off; the verification step is completed during connection.
Can we send bulk messages on Telegram?
Technically possible since there is no template restriction, but it needs care: Telegram also applies account restrictions against bulk and unwanted sending. If you send commercial electronic messages in Turkey the IYS obligation applies too. We recommend targeted follow-up flows rather than bulk sending.
Is adding Telegram hard if we already have WhatsApp?
It is not, it runs through the same panel and the same Bitrix24 connection. A Telegram account connects as an additional line and no separate project is needed. It can usually go live the same day.
Let's configure this around your business
Book a free intro call and we'll walk through your process and show which settings fit you.