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Create a two-way WhatsApp + Telegram integration for 10k+ customer support chats

RuthwikRuthwik
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2/3/2026
Lead CreationSalesforceCSVData ImportCRM
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⚡ 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.

Two-Way WhatsApp & Telegram Integration for Customer Support

This n8n workflow establishes a seamless two-way communication bridge between WhatsApp and Telegram, enabling customer support teams to manage chats efficiently across both platforms. It acts as a central hub, forwarding messages from one platform to the other and ensuring that responses are routed back to the original sender.

What it does

This workflow automates the following steps:

  1. Listens for Incoming WhatsApp Messages: It triggers whenever a new message is received on a configured WhatsApp Business Cloud account.
  2. Sets Message Type: It categorizes the incoming message as "whatsapp" and extracts relevant details like the sender's phone number and the message content.
  3. Forwards to Telegram: It sends the WhatsApp message to a designated Telegram chat or channel, allowing support agents to view and respond from Telegram.
  4. Listens for Incoming Telegram Messages: Simultaneously, it triggers when a new message is received in a configured Telegram bot.
  5. Sets Message Type: It categorizes the incoming message as "telegram" and extracts details such as the sender's chat ID and the message content.
  6. Checks for Existing Conversation: It queries a Supabase database to determine if there's an ongoing conversation associated with the Telegram sender.
  7. Filters for WhatsApp Replies: If the Telegram message is a reply to a WhatsApp conversation (i.e., a record exists in Supabase), it proceeds to forward the message.
  8. Forwards to WhatsApp: It sends the Telegram reply back to the original WhatsApp sender using the WhatsApp Business Cloud API.
  9. Handles New Telegram Conversations (Future Expansion): The workflow has a branch for new Telegram conversations, allowing for future expansion to handle these differently (e.g., creating new tickets).
  10. Merges Workflow Paths: It combines the processing paths for both WhatsApp and Telegram messages to ensure a unified flow.

Prerequisites/Requirements

To use this workflow, you will need:

  • n8n Instance: A running instance of n8n.
  • WhatsApp Business Cloud Account: Configured with a phone number and API access.
  • Telegram Bot: A Telegram bot token and the chat ID of the support channel/group.
  • Supabase Account: A Supabase project with a table to store conversation metadata (e.g., mapping Telegram chat IDs to WhatsApp phone numbers).
  • HTTP Request Node: For making API calls to external services if needed (though the current JSON doesn't explicitly show external API calls beyond WhatsApp/Telegram).

Setup/Usage

  1. Import the workflow: Download the provided JSON and import it into your n8n instance.
  2. Configure Credentials:
    • WhatsApp Trigger & WhatsApp Business Cloud: Set up your WhatsApp Business Cloud credentials in n8n.
    • Telegram Trigger: Configure your Telegram bot credentials.
    • Supabase: Set up your Supabase credentials, including your Supabase URL and API Key.
  3. Configure Nodes:
    • WhatsApp Trigger (Node 1260): Ensure the webhook URL is correctly set up in your WhatsApp Business Cloud configuration.
    • Telegram Trigger (Node 50): Ensure the bot is added to your support group/channel and the webhook is configured.
    • Edit Fields (Set) (Node 38): Verify the fields being set for messageType, sender, and text align with your data structure.
    • Supabase (Node 545): Configure the Supabase node to query your conversation mapping table. You might need to adjust the table name and query parameters.
    • If (Node 20): Adjust the conditions to accurately determine if a Telegram message is a reply to a WhatsApp conversation based on your Supabase data.
    • HTTP Request (Node 19): This node is currently present but not connected in the provided JSON. If you intend to use it for further API calls (e.g., to a CRM), configure its URL, method, and headers.
  4. Activate the Workflow: Once all configurations are complete, activate the workflow.

This setup will enable your customer support team to respond to WhatsApp messages directly from Telegram, streamlining communication and centralizing support efforts.

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