Set up Intercom CSAT surveys for Telegram

Docs · Set up Intercom CSAT surveys for Telegram

Last updated July 28, 2026

Interchat can forward Intercom Customer Satisfaction (CSAT) survey requests to Telegram bot chats. When a CSAT request reaches a Telegram conversation, Interchat sends the customer a Telegram message with rating buttons. After the customer selects a rating, Interchat sends the rating back to Intercom as the conversation rating.

Interchat does not create CSAT surveys in Intercom. Configure the survey in Intercom first, then enable CSAT forwarding for the Telegram bot in Interchat.

Before you start

Make sure you have:

• a Telegram bot connected to Interchat
• an Intercom CSAT survey configured for the conversations you want to rate
• access to the Telegram bot settings in Interchat
• the Intercom Web SDK secret key, if Messenger security is enabled in your Intercom workspace

Intercom can request CSAT ratings in different ways. You can send a CSAT survey when a conversation is closed, or add the Ask for conversation rating step to an Intercom Workflow.

Enable CSAT forwarding

1. Open Interchat.
2. Open the settings page for the connected Telegram bot.
3. In Customer Satisfaction (CSAT) Survey, turn on Forward Intercom CSAT requests to Telegram.
4. Edit Survey message if you want to change the message shown above the rating buttons.
5. Edit Thank-you message if you want to change the message shown after the customer selects a rating.
6. If Intercom Messenger security is enabled, add the Intercom Web SDK Key. In Intercom, open Messenger security settings, then go to Secret keys > Web SDK to find or generate the key.
7. Save the Telegram bot settings.

Test the setup

Use a test Telegram conversation before sending CSAT surveys to customers:

1. Start a conversation with the connected Telegram bot.
2. Reply from Intercom so the conversation has activity from both sides.
3. Trigger the Intercom CSAT survey. For example, close the conversation or move it through a Workflow path that includes Ask for conversation rating.
4. Check that the survey message and rating buttons appear in Telegram.
5. Select a rating in Telegram.
6. Check that the rating is saved on the Intercom conversation.

What customers see in Telegram

When Intercom sends a CSAT request, the customer receives your survey message with five rating buttons:

😠 🙁 😐 😃 🤩

After the customer selects a rating:

• Interchat removes the rating buttons from the Telegram message.
• Interchat sends the selected rating to Intercom.
• The Telegram message changes to your thank-you message.
• The rating appears in Intercom as the conversation rating.

If your Intercom Workflow waits for the customer to give a rating before continuing, the workflow can continue after Intercom accepts the rating.

Supported channels

CSAT survey forwarding is available for Telegram bots only. It is not available for Telegram accounts.

Troubleshooting

The CSAT survey does not appear in Telegram

Check that Forward Intercom CSAT requests to Telegram is enabled for the Telegram bot in Interchat.

Then check that Intercom is actually sending a CSAT request for that conversation. Intercom survey rules still apply, including workflow audience rules and conversation rating conditions.

Telegram shows "Could not pass the rating"

If Intercom Messenger security is enabled, make sure the Intercom Web SDK Key is saved in the Telegram bot settings in Interchat. Interchat uses this key to verify the rating request with Intercom.

The rating buttons appear, but the rating is not saved in Intercom

Check that the Intercom contact is still available and that the conversation can still accept a rating. If the rating window has expired in Intercom, the customer may still see the Telegram buttons, but Intercom may reject the rating.