Telegram-first support and your status page (RU SaaS angle)

Russian and CIS B2B SaaS teams often run Tier-1 support in Telegram — a shared chat with the buyer's IT lead, not a US-style ticket queue. When something breaks, customers ask in that thread before they open email.

Your job is twofold: reply in Telegram with a stable status page link, and get owner alerts on your phone when probes fail — before the chat explodes. StillOnline covers both: hosted stillonline.tech/ru/s/{id} for customers and Telegram DMs from the official StillOnline bot for you.

Quick answer

For Telegram-first RU B2B support, save a macro with https://stillonline.tech/ru/s/{project-id} and paste it at the first sign of outage — same URL in contracts and docs (findability). Connect owner alerts via Connect Telegram in settings; the bot notifies you after two failed probes (~10 minutes on Free with a 5-minute interval). Free allows one owner channel — pick Telegram if support already lives there (Telegram alerts guide).

Why Telegram beats email for RU B2B support

Telegram's Bot API is built for programmatic messaging; StillOnline uses it only for owner paging — not for broadcasting to your customer supergroup. Customers read the public status page; you get DMs when checks go DOWN.

Support macro: status link in chat

Paste once, reuse every incident:

Сейчас разбираемся с инцидентом. Актуальный статус и таймлайн: https://stillonline.tech/ru/s/your-id
Обновления публикуем на странице; следующий апдейт к [время] MSK.

English buyers in the same chat:

Live updates: https://stillonline.tech/s/your-id (EN UI).

Rules:

1. One canonical URL per project — do not invent a new link per message.
2. Post investigating in Telegram, then detail on the status page — customer email template uses the same pattern for broadcast mail.
3. Pin the macro in your internal Notion / help center — where to link.

Owner alerts: StillOnline bot, not your support bot

Support Telegram ≠ monitoring Telegram.

Setup (full walkthrough):

1. Sign in → add HTTP check on production /health.
2. Settings → Connect Telegram → Start in bot chat.
3. Enable Telegram alerts; on Free, select Telegram as your single owner channel.
4. Run a test incident post on /ru/s/... so support sees the page before a real outage.

You do not create a BotFather token for StillOnline owner alerts — the product ships the bot.

RU status page + Telegram workflow

Probe fails twice → StillOnline bot DMs you
        ↓
You publish incident on /ru/s/{id}
        ↓
Support pastes same URL in buyer Telegram chat
        ↓
Optional: subscriber email on each update (Google sign-in on page)

For procurement packs, share /ru/s/... in RU contracts — Russian B2B guide. Owner Telegram and customer Telegram stay separate; mixing them causes "why did a bot join our chat?" confusion.

Plans that fit a Telegram-native team

Related guides

• Telegram owner alerts
• Status page for Russian B2B SaaS
• Customer email during an outage
• Status page findability in docs

FAQ

Does StillOnline replace our Telegram support chat?

No. StillOnline hosts the status page and sends owner downtime DMs via the official bot. Your team still answers buyers in Telegram — paste the StillOnline URL when impact is confirmed (RU B2B guide).

How do I connect Telegram for StillOnline owner alerts?

Open account settings → Connect Telegram → complete Start in the bot chat → enable Telegram alerts and save. Full steps: Telegram alerts guide.

Can I use Telegram for owner alerts on StillOnline Free?

Yes. Free allows one owner channel — email, Telegram, or Slack. Pick Telegram if you already live in Telegram for RU support; upgrade to Pro to enable all three together (pricing).

Should customers subscribe on the status page if they already use Telegram support?

Yes for stakeholders who want email on each incident post; Telegram support still needs the link during active outages. Subscribers use Google sign-in on the public page — separate from owner bot alerts (subscribers vs owner).