Answer: Yes. Once a channel is deleted, all chats conducted through it will also be deleted and cannot be recovered.
If you need to keep the chat history, we recommend that you do not delete the channel, but rather deactivate it in the communication settings. In this case, integration with Telegram will be paused, but all conversations will remain in the CRM.
Answer: Yes. You can contact the customer first by phone number, by sending a message from the CRM manually, or using automated messaging.
Answer: No. Group chats are not supported.
In the CRM, chats are intended for one-on-one communication with customers and are linked to a specific customer’s orders or sales pipeline cards.
Answer: Yes, message quoting is supported in Telegram number chats. You can reply to specific messages and see the exact message you’re quoting. The ability to quote a specific text (a selected fragment) is not supported.
Answer: Yes, you can add reactions to messages in CRM. You will also see in the chat the reactions that customers leave in the Telegram number. They are displayed on both incoming and outgoing messages, and when you delete the reactions, they also disappear in CRM.
Answer: Yes. In Telegram number chats, sending and receiving voice messages via CRM is supported.
Answer: Deleting messages in Telegram number chats is supported both on the client side and on the CRM side.
Editing incoming and outgoing messages is supported; in the CRM, the message will also be updated and marked as «Edited».
Answer: This error is returned directly by Telegram and may occur in the following cases:
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the user with this number does not exist on Telegram;
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the user has disabled the option to be found by phone number in their privacy settings;
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Telegram has temporarily restricted sending first messages to new contacts for the session used in the integration or for your Telegram account.
Telegram does not provide the exact reason for the restriction, so it is impossible to automatically determine the specific cause in each case.
In this situation, we recommend trying to send a message directly through the Telegram app:
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If the message is sent, the restrictions apply specifically to the session. They are usually lifted within 1–2 days, after which you can continue communicating via CRM;
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if the message is not sent—the contact does not exist or privacy settings are in effect.
If restrictions are in place, we recommend reducing the number’s activity: temporarily refrain from sending messages to new contacts and avoid mass or repetitive messages. Once activity decreases, restrictions are usually lifted automatically.
To avoid such situations in the future, we recommend following our instructions on avoiding channel blocking.
Answer: This error means that the user has deleted or deactivated their Telegram account. You cannot send messages to this contact.
Answer: The user has set restrictions in Telegram and has allowed messages from new contacts only for users with a Telegram Premium subscription.
In this case, it is not possible to start a chat without a Premium subscription.
Answer: This error means that Telegram has temporarily restricted messaging due to increased activity from the number (for example, mass messages or repetitive messages, or frequently sending the first message to new contacts).
We recommend reducing the number’s activity: temporarily refrain from sending messages to new contacts and avoid mass or repetitive messages. Restrictions are usually lifted automatically after a while.
To avoid similar situations in the future, we recommend following our instructions on avoiding channel blocking.
Answer: This error means that a technical issue occurred on the CRM or Telegram side while sending the message. Most often, it is related to the deactivation of the Telegram session used for integration.
We recommend checking for an active session in the Telegram app (name: keyCRM telegram client):
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if there is no session, you need to re-authorize the channel;
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if the session is active but the error persists, contact technical support and provide details of the issue.
Answer: The integration session is terminated on the Telegram side. However, Telegram does not specify the exact reason for the termination, so it is impossible to determine it with certainty.
The most common reasons for session termination:
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manual deletion of the session (including accidental deletion);
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termination of all active sessions in Telegram settings, except for the current one;
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changes to Telegram account security settings (password change, enabling two-step verification, logging in from a new device);
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automatic session termination by Telegram in case of excessive activity;
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initiating re-authentication in the CRM without completing it.
