WeChat, Feishu, and Telegram

#What message channels do

Message channels are not only places to chat with the Agent. They also deliver business work that needs a person into tools the team already uses. This is especially important for AI Customer Service: AI continues handling routine conversations, while refund, reshipment, or out-of-policy decisions are delivered to an owner; after the owner responds, AI continues the original conversation.

This page prioritizes Feishu, WeChat, and Telegram. For Customer Service escalation, begin with Feishu when possible. Its dedicated escalation form card keeps the decision and completion state in one message.

#1. Connect Feishu first

Open Connections → Message channels, choose Feishu, and select Connect. The recommended path is QR setup: scan the code and let TK Copilot configure bot credentials and the official plugin.

APP CAPTUREThe English light-theme Feishu setup guide. QR setup is recommended, with App ID and App Secret available as a manual alternative.

If QR setup reports a missing permission, grant the requested application permission, such as permission to update the app, and retry. A team with an existing Feishu or Lark application can instead enter App ID and App Secret manually. Choose the correct region: Feishu for mainland China and Lark for the international service.

Allow users outside the organization

By default, a Feishu app serves users inside the organization that owns it. To let external users communicate with the bot, publish a new application version with external sharing enabled:

1. open the Feishu Open Platform and select the relevant application;
2. open Version Management & Release (版本管理与发布) and create or update an application version;
3. under External sharing (对外共享), enable Allow external users to chat with the bot directly (允许外部用户与机器人单聊);
4. if the bot also needs to join external groups, enable Allow the bot to be added to external groups (允许机器人被添加到外部群中使用);
5. for the first rollout, keep owner review enabled when an external user starts their first direct conversation;
6. save and publish the new version, then confirm that the page reports all current changes as published.

APP CAPTUREThe Feishu Open Platform Version Management and Release page. The Chinese interface shows external-group access and direct chat with external users enabled under External sharing.

Application availability controls which internal members can use the app, while External sharing controls access from external groups and users. Before enabling it, assess the data, privacy, and access risks of external messages and turn on only the capabilities the operation needs.

After connecting:

1. send the bot one direct message;
2. return to the channel list and confirm that the account is online;
3. expand the account and confirm that the recipient is available;
4. select that account and recipient under the Shop’s AI Customer Service escalation delivery settings.

When an escalation arrives in Feishu, the owner enters a decision and chooses Unresolved or Resolved. Submitting Resolved changes the card header from pending to green complete, and AI receives the decision before continuing the original conversation.

#2. Connect WeChat

Choose WeChat in Message channels, begin the connection, and scan the QR code with the WeChat account that should receive business messages. After sign-in succeeds, send the bot an initial message from that WeChat account. The recipient becomes available in TK Copilot after this first conversation.

Use WeChat as a direct channel for the responsible operator. In Customer Service escalation settings, select the account and recipient. When an escalation notification arrives, reply to the original message so the request context remains available instead of sending an isolated conclusion.

If the WeChat account changes or its login expires, reconnect by QR code and send another initial message to verify recipient discovery.

#3. Connect Telegram

Open @BotFather in Telegram, use /newbot to create a bot, and copy its Bot Token. Then choose Telegram in TK Copilot Message channels and enter the token.

APP CAPTUREThe English light-theme Telegram account setup. Bot Token is required, Webhook is optional, and direct-message and group access policies are available.

For a first setup:

• leave Webhook URL empty to use the default connection mode;
• keep the direct-message policy on pairing, so only approved users can interact;
• enable groups only when needed, with an explicit allowed group or user scope;
• after creation, send the bot a message and approve the pairing request from the channel account.

If the bot must read ordinary group messages, review both BotFather privacy mode and the TK Copilot group policy. Keep stricter settings when responding only to messages that mention the bot.

#4. Manage accounts, pairing, and recipients

Each channel may contain one or more accounts. Expand a connected account to inspect runtime state, pairing requests, allowlists, and discovered recipients. Good operating defaults are:

• label accounts clearly, such as “CS escalation | Shanghai team”;
• approve pairing only for known team members;
• use allowlists to restrict who may message or trigger the bot;
• select a specific account and recipient in Shop settings instead of relying on a channel name alone.

Recipient discovery depends on a real conversation. If a newly connected Feishu, WeChat, or Telegram account has no selectable target, send the bot a message from the intended user or group and refresh the account.

#5. Verify Customer Service escalation delivery

A Connected state is not the final check. Run one business-level test:

1. configure an escalation account and recipient on a test Shop;
2. trigger escalation with a test conversation outside AI’s authority;
3. confirm that the owner receives the Shop, buyer, order, reason, and context;
4. reply from the channel, or submit the Feishu form;
5. return to Customer Service → Escalations and confirm that response history and state have updated.

See Escalation and human review for the complete handling flow.

#Troubleshooting

The channel is configured but receives nothing

Check that the account is online, the recipient still exists, and the Shop points to that exact account. For Telegram, confirm pairing approval. For WeChat, confirm that the initial message was sent after login.

Feishu receives the escalation but cannot submit the card

Reopen Feishu setup, grant the requested application permission, and refresh the connection. Until it is repaired, submit the decision from the escalation detail in the app.

The Telegram bot does not respond in a group

Check the TK Copilot group policy, allowlist, and mention requirement together with BotFather privacy mode.

For lower-level options, see the OpenClaw documentation for Feishu, Telegram, and WeChat.