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Telegram inbox cards

Telegram inbox cards bring the full Inbox right-rail into a Telegram group, so your agents can run a conversation — see the customer’s profile, collect a payment, issue a reward, or build an order — without ever switching to the web dashboard.

When a conversation is escalated to a human (or a KDS/escalation topic opens), the Active Reach bot posts an anchor card into that conversation’s Telegram topic. The agent acts on the card’s buttons; the customer gets the result on their own channel (WhatsApp/SMS/email).

How it works

Customer (WhatsApp)  ──►  AI chatbot  ──► escalates ──►  Telegram group topic
                                                          │
                                              ┌───────────▼───────────┐
                                              │  🤖 Anchor card        │  ← posted once,
                                              │  (profile + intel +    │    edited in place
                                              │   buttons)             │    forever after
                                              └───────────┬───────────┘
                                                          │ agent taps a button
                          ┌───────────────────────────────┼───────────────────────────────┐
                          ▼                ▼               ▼               ▼                ▼
                    🔭 Open 360      💳 Collect Pay   🎁 Issue Reward  👑 Membership   🛒 Draft Order
                    (Mini App)       (in-chat)        (in-chat)       (in-chat)       (Mini App)

The agent never leaves Telegram. The bot edits the anchor card in place as scores refresh, so the topic stays clean.

The anchor card

┌──────────────────────────────────────────────┐
│ 🤖 Active Reach · Conversation Inbox          │
│ ──────────────────────────────────────────────│
│ 👤 Aman Shivhare · 📱 9198••••93              │
│ 📍 Outlet: Indiranagar                         │
│                                                │
│ 🎯 Intent 87 · 💬 Engagement 72 · ⚠ Churn 14  │
│ 💰 LTV bucket: HIGH · Lifecycle: Active        │
│ 🧾 6 orders · ₹2,840                           │
│                                                │
│ 💳 Payments · 🎁 Loyalty · 👑 Membership       │
└──────────────────────────────────────────────┘
│ [ 🔭 Open 360 ]   [ 🧾 Recent Orders ]         │
│ [ 🧾 Recent Orders ] [ 💳 Collect Payment ]    │
│ [ 🎁 Issue Reward ] [ 👑 Invite Membership ]   │
│ [ 🛒 Draft Order ]                             │
└──────────────────────────────────────────────┘

Buttons appear only when the underlying Active product is enabled and the action applies — e.g. 💳 Collect Payment shows only when Active Payments is on, 👑 Invite Membership only when membership plans exist and the customer isn’t already a member.

What each button does

💳 Collect Payment

Pick a preset amount; the bot posts a secure payment link (PayU / Razorpay / Cashfree — whichever the brand has configured) and flips the card to ✅ PAID the instant the customer pays.

[ ₹500 ] [ ₹1,000 ] [ ₹2,500 ] [ ₹5,000 ]   ──►   💳 Payment Request · ₹2,500
                                                    Status: ⏳ AWAITING PAYMENT
                                                    [ 💸 Pay via UPI / Card ]
                                                            │ customer pays
                                                            ▼
                                                    ✅ PAID · ₹2,500 · TXN-849201

🎁 Issue Reward

Issue a catalog reward as goodwill (comp). The bot resolves the customer’s loyalty profile by phone, writes the redemption, and posts the code into the chat to forward to the customer.

👑 Invite Membership

Sends the customer an invite to your cheapest membership plan with a one-tap enrollment link ({brand}.actii.me/members?plan=…).

🧾 Recent Orders

Posts the customer’s last orders (number, amount, status, date) inline — no app needed.

🔭 Open 360 (Mini App)

Opens a rich 360 view inside Telegram’s in-app browser — intent/engagement/churn bars, lifecycle, and recent orders. (Requires the Mini App to be registered — see Setup.)

🛒 Draft Order (Mini App)

Opens a SKU picker Mini App. The agent searches the catalog, builds a cart, and submits; the order + payment link land back in the chat automatically.

Setup

Telegram inbox cards need a one-time setup by an admin.

Connect the Telegram bot

In Settings → Channels → Telegram (or Connected Products → Active Chat → Telegram), connect your group and the Active Reach bot (@activereach_notify_bot). The bot must be an admin of the group with topics enabled.

Register the two Mini Apps (BotFather)

The 🔭 Open 360 and 🛒 Draft Order buttons are Telegram Mini Apps and must be registered once with @BotFather :

  1. Send /newapp → choose your bot → Title Customer 360 → upload a 640×360 icon → /empty for the demo → Web App URL https://pos.active-reach.ai/telegram/360 → short name inbox360.
  2. Repeat /newapp for the draft app → Web App URL https://pos.active-reach.ai/telegram/draft → short name inboxdraft.

BotFather returns links like t.me/<bot>/inbox360.

Point the bridge at the Mini Apps

Set in your bridge environment and restart it:

TELEGRAM_MINIAPP_URL=https://t.me/<bot>/inbox360
TELEGRAM_MINIAPP_DRAFT_URL=https://t.me/<bot>/inboxdraft

The 🔭 and 🛒 buttons appear automatically once these are set; the other cards (payment, reward, membership, recent orders) work without Mini App registration.

Security & permissions

  • The customer is never exposed. Mini Apps are agent-only; the customer sees plain messages on their own channel.
  • Conversation binding. A Mini App is launched with the conversation id signed inside Telegram’s initData; the server validates the HMAC and only serves the conversation the deep link was issued for — an agent can’t switch to another conversation by editing the URL.
  • Outlet scope. Every card respects the conversation’s outlet, so payments, orders, and rewards are attributed to the right store.
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