Frequently Asked Questions

No. Only you (the site owner or team) use Telegram. Visitors just fill in your contact form on the web and get replies by email like any normal support conversation.

This split is the core idea behind Chatgram: fast, chat-like handling for you; familiar email for them.

No. Visitors do not register anywhere. They fill in the contact form (email + title + message + category) and submit. That’s the entire flow on their end. Only site owners and their team members have Chatgram accounts.

Two mechanisms:

• For websites: the widget reads your domain from the page it’s running on. Chatgram matches that domain to a verified website and notifies its owner.
• For apps and browser extensions: no domain is available, so the app passes a public key when initialising the Chatgram SDK. Chatgram uses the key to identify the target website and its owner.

Both routes converge on the same tickets in the same Telegram chat.

Two common options:

• Via npm: npm i chatgram-widget, then initialise it in your JavaScript entry point.
• Via embed snippet: copy Chatgram’s embed snippet and paste it into your HTML (typically before </body>).

Either way, the widget reads your domain automatically once installed. Assuming the domain is verified, messages will start flowing to your Telegram immediately.

Yes. The widget is customisable. Common options:

• Where the icon sits (bottom-right, bottom-left, other positions)
• Colour theme to match your brand
• Form field labels and required fields
• Custom text in the widget’s header or thank-you screen

Exact customisation depends on the widget version. See the chatgram-widget package documentation for the current options.

Two surfaces:

• Telegram: tap Reply on the ticket card the Chatgram bot sends you, type, send.
• Web admin panel: open the ticket at chatgram-admin.brandid.app, type into the reply box, send.

Both produce the same result: an email goes out to the visitor from your support address, and the ticket status updates to answered.

Passwordless authentication: either

• Tap Open in your browser in the Telegram bot; you get a one-time signed link
• Or enter your email at the sign-in page; Chatgram sends you a magic link

Links are single-use and short-lived. If a link expires, just request a fresh one, no penalty.

Yes. The owner invites agents (via invite links), and everyone on the team sees the same tickets. Owners can also promote agents to admin for more permissions.

Details on the three roles (owner, admin, agent) are on the Roles & Team Management page.

Only if you turn on auto-reply. By default the AI only drafts replies for you to review and send.

Auto-reply is opt-in per website. When enabled, the AI can send replies automatically after a delay, during specific hours, or both, using your knowledge base as its source of truth.

A single text message or a UTF-8 .txt file, at least 50 characters and up to 400,000 characters. Plain text is preferred, but Markdown formatting (headings, lists) works fine and helps organise the content.

No PDFs, no Word documents, no HTML, just plain text. Export from other formats if you have content elsewhere.

Yes. The Free plan gives you real, working Chatgram with monthly conversation limits. Paid plans raise or remove those limits and add features like more AI replies, more websites, and more team seats.

Free is a real tier, not just a trial. Many small projects run on it indefinitely.

Chatgram sends outbound reply emails from [email protected]. This address is fully authenticated (SPF, DKIM, DMARC) so replies land in inboxes rather than spam folders.

Visitors reply directly to that address, and Chatgram routes their replies back to the correct ticket automatically via unique headers and the ticket code.

Yes, both. Chatgram has an official plugin for WordPress and an official app for Shopify.

• WordPress: install from the WordPress plugin store, activate, connect to your Chatgram account.
• Shopify: install from the Shopify App Store, approve permissions, connect.

Both installations are done through the standard admin flow of the respective platform, no theme editing required.

Yes. Chatgram integrates with Bookme, the brandID scheduling product. Once connected, you can list and copy your booking links from either the Chatgram bot or admin panel.

Useful pattern: when a visitor asks about scheduling a call or meeting, paste a Bookme link into your reply to move them to the calendar without leaving Telegram.