Support

How to reach us

Write to support@pipeport.pro or use the form on the contact page.

Before writing, look through “Common situations” below: most questions are about Telegram limits we cannot work around, but which are worth knowing in advance.

What to include

These details cut the exchange in half:

• your Pipedrive company name and the email of the user who installed the app;
• a link to the contact or deal record where the problem is visible;
• the Telegram name or username of the person you are writing with, if the question is about a specific chat;
• when you noticed the problem, and what you expected to see instead;
• a screenshot, if it shows an error message.

Common situations

I cannot message a customer first

That is by design. The Telegram Bot API does not let a bot open a conversation: the customer sends the first message. To prompt them, create a bot link from the contact or deal record and send it through any channel you like — once they press Start, the chat appears in Pipedrive.

The chat does not appear in Pipedrive

Check, in order:

• the customer opened the link and pressed Start — without that there is no conversation;
• the bot is connected: the PipePort Chat settings show the connection confirmed;
• you are looking in the right place: a chat not yet linked to CRM sits in the separate unlinked list, not on the contact record.

Messages are not linked to a contact

Automatic linking works by phone number, and only when the customer sent that number to the bot themselves. In every other case the chat is linked by hand: connect it to an existing contact or create a new one straight from the PipePort Chat panel.

A file will not send

The maximum size for a single file is 5 MB. Telegram will not pass anything larger. Attachments are kept for 365 days; the note in Pipedrive holds the file name, and the file itself opens from PipePort Chat.

I do not see chats in the Pipedrive mobile app

The current version works in the Pipedrive web interface. The PipePort Chat panel is not present in the mobile app.

A group chat will not connect

PipePort Chat works with private 1:1 conversations only. Telegram group chats are not supported.

Limits worth knowing

• One Telegram bot per PipePort Chat plan.
• The number of Pipedrive users is not capped — the plan applies to the bot, not to people.
• Private 1:1 conversations, no group chats.
• Files up to 5 MB, attachments kept for 365 days.
• Message rate limits are set by Telegram, not by us.

Setting up from scratch

Basic setup takes about 15 minutes and has four steps: install the app from the Pipedrive Marketplace, create a bot in @BotFather, paste the token into the PipePort Chat settings, send the customer the bot link. There is more detail in how it works on the product page.

Uninstalling and deleting data

The fastest way to disconnect is to uninstall the app from the Pipedrive Marketplace. We revoke access tokens immediately and delete stored data within 30 days.

If you need a single conversation or specific messages removed, write to us and we will do it individually. What we store and why is in the privacy policy.

When the service is down

We aim to run without interruption, but we do not guarantee it: planned maintenance happens, and so do outages on the Pipedrive and Telegram side. For maintenance that will noticeably affect your chats, we give advance notice by email to the account address.

If chats are not working and no notice came from us, write to support@pipeport.pro and we will check.