⚡ Next-Gen Customer Support: Two-Way WhatsApp + Telegram Integration for 10k+ Clients

Who is this workflow for

This workflow is designed for customer support teams, e-commerce
founders, and operations managers who want to handle thousands of
customer queries seamlessly. Instead of building a brand-new chat
application, it leverages WhatsApp (where customers already are) and
Telegram (where your support team operates) to create a scalable,
topic-based support system.

If you are a brand handling 1000s of daily WhatsApp customer messages
and need a structured way to map each customer into a dedicated support
thread without chaos, this workflow is for you.

What it does / How it works

This two-way n8n automation bridges WhatsApp and Telegram by
creating one Telegram forum topic per customer and syncing messages
both ways:

1. Incoming WhatsApp → Telegram
   • When a new WhatsApp message arrives, the workflow checks if the
     customer already has a topic in Telegram.
   • If yes → The message is forwarded into that existing topic.
   • If no → A new topic is created automatically, the mapping is
     saved in the database, and the message is posted there.
   • Result: every customer has a dedicated thread in your Telegram
     supergroup.
2. Outgoing Telegram → WhatsApp
   • When a support agent replies in a Telegram topic, the workflow
     looks up the linked WhatsApp number.
   • The reply is sent back to the customer on WhatsApp, preserving
     context.
   • Result: two-way synced conversations without building a custom
     app.

How to set it up

1. Configure WhatsApp Cloud API
   • Create a Meta Developer account and register a WhatsApp Business
     number.
   • Generate an access token and phone number ID.
2. Configure Telegram Bot
   • Use BotFather to create a bot and enable it in a Telegram
     Supergroup with Topics.
   • Get the chat_id and allow the bot to create/send messages in
     topics.
3. Database (Supabase/Postgres)
   • Create a table wa_tg_threads to map phone_e164 ↔
     telegram_topic_id ↔ supergroup_id.
4. n8n Workflows
   • Workflow A: WhatsApp → Telegram
     • Trigger: WhatsApp Webhook
     • Steps: Lookup customer → If exists send to topic, else
       create topic → Save mapping → Forward message.
   • Workflow B: Telegram → WhatsApp
     • Trigger: Telegram Webhook
     • Steps: Filter only topic replies → Lookup mapping → Send
       WhatsApp message.
5. Testing
   • Send a WhatsApp message → Check Telegram topic created.
   • Reply in Telegram topic → Ensure customer receives WhatsApp
     reply.

Requirements

• A free or paid n8n instance (self-hosted or cloud).
• WhatsApp Cloud API credentials (phone number ID + access
  token).
• Telegram Bot token with access to a Supergroup with Topics
  enabled.
• A Postgres/Supabase database to store thread mappings.
• Basic familiarity with editing HTTP Request nodes in n8n.

How to customize the workflow

• Brand personalization: Pre-populate first message templates
  (thank you, order status, delivery updates).
• Routing rules: Assign specific agents to certain topics by ID
  ranges.
• Integrations: Extend to CRMs (HubSpot, Zoho) or support
  platforms (Freshdesk, Zendesk).
• Notifications: Push high-priority WhatsApp queries into
  Slack/Teams for instant alerts.
• Archival: Auto-close inactive topics after N days and mark
  customers as dormant.

Why Telegram instead of building a new App

The client's requirement was clear: use an existing, reliable, and
scalable chat platform instead of building a new app from scratch.

• Telegram Supergroups with Topics scale to 100,000+ members and
  millions of messages, making them ideal for managing 10k+ customer
  threads.
• Agents don't need to install or learn a new tool---they continue
  inside Telegram, which is fast, free, and mobile-friendly.
• Building a custom chat app would require authentication, push
  notifications, scaling infra, and UX---all solved instantly by
  Telegram.

This decision saves development cost, accelerates deployment, and
provides proven scalability.

Why this improves support productivity

• Organized by customer: Each WhatsApp number has its own Telegram
  topic.
• No missed messages: Agents can quickly scroll topics without
  drowning in one endless chat.
• Two-way sync: Replies flow back to WhatsApp seamlessly.
• Scales automatically: Handle 10k+ conversations without losing
  track.
• Leverages existing tools: WhatsApp (customers) + Telegram
  (agents).

Result: faster responses, better tracking, and zero need to reinvent
chat software.

🚀 Innovate Beyond Boundaries

We help ambitious businesses harness the power of AI + automation for growth, efficiency, and customer delight. Contact us at [email protected]