One bot per mailbox
Each connected mailbox can have its own Telegram bot. That keeps things clean when you run multiple shops or brands: the fashion store's escalations go to one chat, the electronics store's to another. You create the bot in two minutes with Telegram's official BotFather and link it to supportif.ai with a one-time code — our step-by-step guide walks you through it.
What's inside an escalation message
Whenever the AI escalates a case, the Telegram notification contains everything relevant — no app-opening required:
- The original customer email — full text, so you read exactly what the customer wrote, not a summary.
- The AI's solution proposal — for example: “Order #1042 hasn't shipped yet. Recommend cancelling and refunding $59.90.”
- The drafted reply — the complete email the AI would send to the customer, in your tone of voice.
Three buttons, zero friction
Below every escalation you get inline buttons:
- Send reply — the drafted email goes out to the customer immediately.
- Execute solution — the prepared Shopify action (cancellation, refund, address change, discount code, order note) is performed.
- Both — reply and action in a single tap. Most cases end right here.
This is the same approval principle that governs the whole app: the AI reads your shop data freely, but every write is gated behind your explicit confirmation — and Telegram makes confirming effortless.
Chat with the AI about any ticket
Not happy with the proposal? Just answer the bot in plain language: “Offer a 15% discount code instead of a refund” or “Ask the customer for a photo first.” The AI updates the draft and the prepared action, and sends you the revised version for approval. It's a real conversation per ticket — you steer, the AI executes. Combined with instant notifications, many merchants resolve their entire escalation queue from their phone during a coffee break.