Inbound Call Handling with Telegram Notifications

Introduction

One of the most common automation patterns is handling inbound phone calls and routing the results to a messenger your team already uses. In this use case, you will set up an AI agent that answers incoming calls, follows a structured conversation plan, and sends a summary to a Telegram chat once the call ends.

This is useful for teams that want to automate first-line phone support, lead qualification, or appointment scheduling — without building a custom call center.

What You Will Build

A fully automated inbound call pipeline:

• An AI agent that answers phone calls and follows your conversation plan
• A Telegram integration that receives structured notifications after each call
• A phone number that routes incoming calls to the agent

Once set up, every incoming call is handled by the agent autonomously. Your team receives a Telegram message with the call outcome — no manual work required.

Flow Overview

Incoming call → Phone number → AI Agent → Conversation → Call ends → Telegram notification

Step by step:

1. A caller dials your number
2. The call is routed to the AI agent
3. The agent follows the conversation plan you defined
4. The agent uses tools during the conversation (e.g., collecting data, qualifying a lead)
5. When the call ends, the system triggers the Telegram integration
6. A notification with call results is delivered to your Telegram chat or group

Setup Steps

1. Create an Agent

Go to the Agents section and create a new agent. Give it a clear name that reflects its purpose — for example, "Inbound Support Agent" or "Lead Qualifier".

2. Define the Conversation Plan

Write an instruction for the agent that describes:

• How it should greet the caller
• What information it needs to collect
• How it should handle common questions
• When and how the conversation should end

Keep the instruction concise and goal-oriented. The agent will follow it as a guide, not a rigid script.

3. Create a Telegram Integration

Go to Integrations and create a new Telegram integration. You will need to connect it to a Telegram bot and specify the chat or group where notifications should be sent.

The integration defines what information is included in the notification — for example, caller intent, collected data, or call outcome.

4. Link the Integration to the Agent

Attach the Telegram integration to your agent. This tells the system to trigger a Telegram notification whenever this agent finishes a call.

5. Create a Phone Number

Go to Phone Numbers and create or assign a number to your agent. Once linked, any call to this number will be handled by the agent automatically.

6. Test the Setup

Call the number from your phone. Verify that:

• The agent picks up and follows the conversation plan
• The agent uses tools correctly during the call
• A Telegram notification arrives after the call ends
• The notification contains the expected information

What Happens Behind the Scenes

When an incoming call arrives:

1. Call routing — The telephony provider routes the call to the platform. The platform identifies which agent is linked to the dialed number.
2. Agent activation — The agent starts a real-time voice session with the caller. Speech-to-text and text-to-speech run in parallel for low-latency conversation.
3. Conversation execution — The agent follows the conversation plan, asks questions, and invokes tools as needed (e.g., to record data or check information).
4. Call completion — When the call ends (either party hangs up, or the agent concludes the conversation), the system collects the call metadata and tool results.
5. Notification dispatch — The Telegram integration fires, formatting the call data into a message and sending it to the configured chat.

The entire pipeline runs without human intervention. The only manual step is the initial setup.

Why This Matters

• Instant response — Every call is answered immediately, 24/7. No missed calls, no hold queues.
• Consistent quality — The agent follows the same plan every time. No off-script mistakes, no bad days.
• Team visibility — Telegram notifications keep your team informed in real time without requiring them to monitor a dashboard.
• Low overhead — No code, no infrastructure. Setup takes minutes, not weeks.

This pattern scales naturally. Whether you receive 10 calls or 10,000, the system handles them the same way.

Next Steps

• Add a knowledge base so the agent can answer product or company questions during the call.
• Create additional tools for the agent — for example, a tool that checks appointment availability or looks up order status.
• Set up multiple agents with different conversation plans for different phone numbers (e.g., sales vs. support).
• Connect additional integrations — send notifications to email, CRM, or a webhook alongside Telegram.