Use this guide to connect a Telegram group to the Xace support team. Once the bot is in the group, you can message us there about customer service or payments, and we will reply in the same chat.
Why we use a support bot
We are updating how we speak with customers on Telegram, as part of stronger information security controls aligned with ISO 27001. Xace staff now reply through the official Xace Support Bot, rather than from individual Telegram accounts. Your message is delivered to our support platform. A team member replies there, and you see it in Telegram as usual.
Before you start
Please keep in mind that you should create the Telegram group. You create it, you own it, and you choose who belongs in it. Xace does not add or remove members, and we cannot see the member list.
Everyone in the group can read everything posted there, including replies from Xace Support. If people from more than one company share the same group, they may see information about the other companies.
Where you can, keep a separate group for each company.
Add the bot
1. Open your group
Open the Telegram group you want to use for Xace support. Tap or click the group name to open the group menu.
2. Open Members
In the menu, select Members:
3. Add a member
Select Add Members:
4. Find the Xace Support Bot
Search for `Xace_SupportBot`. Select Xace Support Bot, then confirm with the tick to add it to the group:
5. Check that the bot can see messages
Confirm the bot is allowed to read messages in the group. Without this, your messages will not reach us:
6. Message us as usual
Keep using the group as usual. The bot passes chat messages to our customer service system, and a team member will reply.
A quick reminder
Use a group that only includes people who should see that company’s information. Replies from Xace Support are visible to every member of the group.