Email, Telegram and MAX

Connect a mailbox and messenger bots to your support site — customer emails and messages become tickets in «Tickets», and the operator's reply goes back to where the customer wrote from.

Channels are connected on the support site's «Channels» tab: «Connect channel» → «Mailbox», «Telegram bot» or «MAX bot». Administrators see the tab — the organization owner and managers. How many mailboxes and bots you can connect to a site depends on your plan: the counter is shown under the section heading.

Mailbox

Your support mailbox will do, for example support@your-domain, with any email service that supports IMAP and SMTP access.

«Connect channel» → «Mailbox».
Enter the «Mailbox address», «Sender name» and the «Incoming (IMAP)» and «Outgoing (SMTP)» server details: server name, port, login and password. Your email service provides them.
Save the mailbox and click «Test connection».

Gmail and Microsoft 365 require an app password: there's no OAuth sign-in. Emails in the mailbox stay as they are — the service doesn't delete them or mark them as read.

Each new email becomes a ticket, and the operator's reply goes out as an email in the same thread — from the mailbox the email arrived at. The «Site's primary mailbox» checkbox chooses the mailbox that sends receipt confirmations and replies to tickets that didn't arrive by email — for example, from the chat or from a form on your website.

The mailbox's «Email log» shows what arrived and what happened to each email. If the mail server is only reachable through a proxy, set it in the «Proxy (optional)» section of the mailbox form.

Email processing rules

Rules sort emails automatically. The condition is the mailbox, recipient, sender, subject or text of the email. The action is a folder, tags, priority or assignee; newsletters and auto-replies can be discarded. Rules are checked in order.

Telegram bot

In Telegram, open @BotFather, send /newbot, come up with a bot name — it ends in bot — and copy the token that looks like 123456789:AAE….
In your account, choose «Connect channel» → «Telegram bot», paste the token into the «Bot token» field and set a «Name» — only employees see it.
If you like, fill in the «Greeting» and «Folder for new tickets» fields and turn on «Confirm receipt» — then the bot tells the customer that the ticket has been received and gives its number.

The customer writes to the bot — the message becomes a ticket, and the operator's reply arrives in the same chat, including files. If the support site has a personal data processing policy, the bot first asks for consent with the «I agree» button.

One bot works with only one support site — create another bot for another site. The bot card shows whether it's working, and the «Check» button tests the connection with Telegram.

MAX bot

You create a MAX bot with @MasterBot in MAX itself; organizations create it on the MAX for Business platform: «Chatbots» → «Create», and the bot goes through moderation. @MasterBot issues the token, and on the platform it's in the bot settings («Access token»).

The rest works as with Telegram: «Connect channel» → «MAX bot», and the token goes into the «MAX bot token» field.

Bot in the chat window

To help website visitors find your bots, add the «Site Telegram bot» or «Site MAX bot» item to the «Button menu» on the «Widget» tab: the window fills in the bot's address automatically. More about the menu — see the Site and chat window article.

Questions? Write to c-support@invoicebox.ru or call +7 (812) 448-08-01 (9:00–21:00 Moscow time).