Human Reply is a real-time chat tool for websites, officially positioned as “website chat lands in Telegram, reply from Telegram.” It does not require visitors to leave the website, nor does it require the team to install a new app; instead, it uses the team's existing Telegram group as the customer support inbox.
Purpose: The tool is used to let website visitors start conversations through the chat bubble on the page, while the team receives and replies in real time via Telegram. The official site cites a 2011 Harvard Business Review study saying that web leads replied to within one hour are far more likely to convert into qualified leads than those replied to later, while the average company response time is 42 hours; Human Reply's design goal is to let leads reach the team's pocket immediately and be answered within minutes from mobile by whoever is available.
Main capabilities:
- Visitors leave messages in the website bubble, and the session opens as a topic in the team's Telegram group.
- The lead card provides context: the visitor's name once provided, the page they are on and the product they viewed, source, visit count, language, and device; it includes messages, photos, videos, files, and stickers; if the visitor has contacted before, the card links to the earlier conversation.
- Reply methods: click Claim to claim it or reply directly, and the visitor sees the reply in the website chat in real time with a read receipt.
- Two-way read receipts: react to a message in Telegram with 👀 and the visitor sees “Seen by so-and-so”; after the visitor reads the reply, the bot marks it with 👀.
- Claim, Won, Lost: claim a conversation with one click to avoid multiple people replying repeatedly; Won or Lost closes the conversation and records it in the dashboard.
- How to reply when not online: when no one is available, visitors can still write in the chat, and the bubble collects the channel the reply should be sent to, including WhatsApp, Telegram, email, Instagram, or Messenger (depending on the channels that are enabled).
- Status and business hours: the Desk topic provides one-click switching between “I'm available” and “I'm away”; business hours can be set; anyone silent for 45 minutes is automatically marked as away.
- Real-time chat and offline switching: chat is live during business hours and when at least one person is available; otherwise it shows as away; if a live chat goes unanswered for one minute, the bubble shows reply methods and sends one reminder to the topic.
- Team and dashboard: everyone in the group can reply, with no charge per person; the dashboard (both on the website and in the plugin) shows thisWeekly data, who is on duty, each conversation and its records, analytics metrics (number of conversations, first response speed, number of timely replies, number of visitor likes), and personal statistics (how many chats claimed, how fast replies were, how many won, visitor ratings).
- Bubble customization: you can set the logo and team name, color, light or dark mode, website font or system font, size, launcher label; automatically matches the website language, and every piece of copy can be modified.
How to use: Officially, setup can be completed within ten minutes, with five guided steps in the browser:
- Create a bot in BotFather; the first message has already been written for you.
- Add the bot to a group with Topics enabled; the page will check step by step.
- Send a test lead from the settings page and claim it from your phone.
- Set business hours and reply method.
- Create an account: email and a six-digit verification code. After completion, the plugin will place the bubble on your page; once published, it goes live. The bubble can be added via the Framer plugin, or added anywhere else with one line of code.
Use cases: Suitable for teams that already have a Telegram team group and want to respond quickly to website leads, especially small or medium-sized teams that want members to reply anytime from their phones, avoid visitors being redirected to another app, and do not want to pay per seat.
Limitations and not yet provided: Officially, the materials do not provide specific pricing, charge amounts, plan details beyond "one plan per site" and "seven days free," the list of specific platform integrations supported (other than the Framer plugin and one line of code), data storage locations, compliance certifications, and other such information; these details are not yet provided.
