Telegram CRM API Endpoints Reference
API Endpoint – A specific URL through which a client application communicates with a server to perform operations such as creating, reading, updating, or deleting resources. In the context of a Telegram CRM for support teams, API endpoints enable the programmatic management of tickets, agents, conversations, and integrations.
Application Programming Interface (API) – A set of defined rules and protocols that allows different software applications to communicate with each other. A Telegram CRM API typically exposes RESTful endpoints that accept and return JSON-formatted data, facilitating the integration of Telegram Topic Groups with support workflows.
Authentication Token – A unique, secret string issued by the CRM system to authenticate API requests. Each request to protected endpoints must include this token, typically in the HTTP header (e.g., `Authorization: Bearer <token>`). The token is tied to a specific workspace or bot account and governs access permissions.
Bot Intake Form – A structured message interface presented by a Telegram bot to collect initial information from a user before a ticket is created. The API endpoint for submitting intake form data typically accepts fields such as user ID, message text, attached media, and custom metadata, converting the interaction into a formal support ticket.
Conversation Thread – A sequence of messages exchanged between a customer and support agents within a single Telegram Topic. API endpoints for conversation threads allow retrieval of full message history, posting new replies, and attaching internal notes visible only to agents.
Canned Response – A predefined reply template used by support agents to answer common questions quickly. The API endpoints for managing canned responses include creation, listing, updating, and deletion, typically with support for variables (e.g., `{{customer_name}}`) and categorization by topic.
Escalation Policy – A set of rules that define when a ticket should be moved to a higher support tier or to a specific team. API endpoints for escalation policies allow configuration of triggers based on criteria such as ticket age, priority level, or customer status, and specify the target queue or agent group.
First Response Time (FRT) – The duration between ticket creation and the first reply from a support agent. API endpoints may expose FRT metrics aggregated by agent, team, or time period, enabling monitoring and reporting against service commitments.
Knowledge Base Integration – The connection between the Telegram CRM and an external knowledge base system (e.g., Notion, Confluence). API endpoints for this integration typically support searching articles, suggesting relevant content to agents, and automatically linking ticket conversations to knowledge base entries.
Message Webhook – An HTTP callback that the Telegram CRM sends to a specified URL when a new message arrives in a monitored Topic Group. The webhook payload contains the message text, sender information, and thread context, allowing external systems to process or log the interaction in real time.
Queue Management – The system that organizes incoming tickets and assigns them to available agents based on predefined rules. API endpoints for queue management include viewing queue depth, reordering tickets, setting maximum queue capacity per agent, and pausing or resuming ticket distribution.
Resolution Time – The total duration from ticket creation to its closure. API endpoints for resolution time provide data for individual tickets, agent performance summaries, and trend analysis, supporting continuous improvement of support processes.
Response Template – A reusable message format that agents can apply to replies, often including placeholders for dynamic content. API endpoints for response templates support versioning, team-wide sharing, and conditional logic for different ticket types or customer segments.
Service Level Agreement (SLA) – A contractual commitment defining expected response and resolution times for support tickets. API endpoints for SLA management allow configuration of different tiers (e.g., priority-based), real-time SLA breach monitoring, and automatic escalation when deadlines are at risk.
Ticket – A digital record representing a customer issue or request within the CRM. API endpoints for tickets support full CRUD operations: creation (often from a bot intake form), retrieval (with filtering by status, agent, or date), updating (status changes, assignment, priority adjustments), and deletion or archiving.
Ticket Assignment – The process of allocating a ticket to a specific agent or team. API endpoints for assignment support manual assignment by an administrator, automatic round-robin distribution, skill-based routing, and reassignment with transfer notes.
Ticket Status – The current stage of a ticket in the support workflow. Common statuses include `open`, `in_progress`, `waiting_on_customer`, `resolved`, and `closed`. API endpoints for status transitions enforce workflow rules, such as preventing direct closure of unresolved tickets.
Webhook Integration – A mechanism for receiving real-time notifications from the Telegram CRM about events such as ticket creation, status changes, or new messages. The integration requires configuring a target URL and selecting relevant event types; the CRM sends POST requests with event-specific payloads to that URL.
Webhook Retry Mechanism – A system that automatically re-sends failed webhook deliveries to ensure data consistency. Typical retry policies include exponential backoff, a maximum number of attempts, and dead-letter queues for persistently failing endpoints. See Webhook Retry Mechanisms for Reliable Telegram CRM Data Flow for detailed implementation guidance.
What to Verify
When working with Telegram CRM API endpoints, confirm the following:
- Authentication: Ensure the authentication token is stored securely and rotated periodically. Test token validity with a simple `GET /me` or equivalent endpoint before building workflows.
- Rate Limits: Most CRM APIs impose rate limits (e.g., requests per minute). Check the API documentation for specific thresholds and implement exponential backoff in your integration code.
- Webhook Reliability: For integrations relying on webhooks, verify that your receiving endpoint responds with a 200 status within a reasonable timeout. Configure retry policies and monitor delivery logs.
- Data Format: All request and response bodies should conform to the documented JSON schema. Validate payloads against the schema during development to avoid silent failures.
- Environment Segregation: Use separate API endpoints or credentials for development, staging, and production environments to prevent accidental data modification.
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