FAQ

Safety & privacy

Is Entergram safe for my Telegram account? Entergram uses Telegram’s official authentication, and every account runs on its own dedicated proxy with a unique IP. Broadcast pacing is designed to stay inside Telegram’s rate limits. See Proxies & IP isolation.

Do you read my messages? No. Entergram works with chat metadata plus the data you add (notes, custom fields, tickets). Message content stays in Telegram. See What Entergram accesses.

Do my contacts know I’m using a CRM? No. Every message comes from your own Telegram account, in your own voice.

Can my teammates read my DMs? Not unless they’ve signed into the same Telegram account. Messages are scoped to the account; CRM data is scoped to the chat. See What teammates can see.

How do I keep a conversation out of my CRM? Exclude it. Excluded chats leave your chat list, analytics and contact syncing.

Where is my Telegram session stored? On Entergram’s servers, encrypted at rest — not in your browser. There’s no passphrase to manage, and you can end the session anytime from Telegram → Settings → Devices. See How we protect your data.

Accounts

How many Telegram accounts can I connect? Two during the trial, five per seat on a paid plan. Add more with Extra TG add-ons, or ask an admin to raise your limit.

Can two people use the same Telegram account? Yes — sign the same login into both seats. That’s how shared support inboxes work. Nothing is copied or forwarded.

Can I connect an account for a teammate? Yes, from the key icon next to their name — provided Hide Telegram login chat from members is on and they have a free slot. Only the owner can do this for an admin.

Why did my account disconnect on its own? Usually the session was terminated from Telegram → Settings → Devices, or Telegram invalidated it after a password change. Reconnect from Settings → Accounts — your CRM data is untouched.

Messaging & broadcasts

How many people can I broadcast to? Up to 1,000 recipients per job. Messages go out a fixed number of seconds apart to respect Telegram’s limits, and the tip is to send in batches of ~20 for best delivery. The dialog gives you an ETA.

Can I close the tab during a broadcast? Yes. Broadcasts are queued on Entergram’s servers and delivered in the background — check progress later in the History tab.

Why is {{username}} blank for some people? It resolves to nothing for groups, channels and anyone without a Telegram handle. Use {{first_name}} instead.

Can I schedule a broadcast? Broadcasts are queued and sent when you start them. For time-based follow-up, use reminders.

The CRM

What’s the difference between a Telegram folder and a custom column? Folders live in Telegram and follow you to the Telegram app; custom columns live in the workspace and are shared with your team. See Telegram folders.

Why can’t I group by this field? Only single-select columns can drive board lanes and group-by. Text fields can’t.

Are chat comments visible to the contact? No. Comments are internal to your workspace and are never sent to Telegram.

Can I undo a bulk edit? Not with one click. Every change is recorded in Log history, so you can see exactly what changed and reverse it deliberately.

Analytics

Why is my response rate lower than I expected? A reply only counts if it lands within 1 hour of the trigger. Full definitions in Response metrics explained.

Why doesn’t the number change when I change the time range? Some metrics deliberately ignore it — Field Coverage, Open Backlog, Most new chats (7d). Each view says which.

Do group messages hurt my response rate? Only mentions and replies to you count as triggers in groups. General chatter doesn’t.

Tickets

Why don’t I see Tickets? The workspace owner has disabled them, or your role lacks permission.

What’s the difference between ticket fields and chat fields? They’re separate sets. A Stage on chats and a Stage on tickets are different columns.

How does SLA get applied? A workspace Global SLA in hours applies to all tickets without a manual override; any ticket can carry its own value. See SLA.

Billing

What happens to my seats if I delete my workspace? Seats stay active until the billing period ends and can be reused in a new workspace. Deleting a workspace does not cancel subscriptions.

Can I switch between monthly and yearly? Yes. Monthly → yearly charges a prorated difference immediately. Yearly → monthly is scheduled for the end of your current period, with no charge today.

Do I get a refund when I cancel a seat immediately? No — Stripe does not issue an automatic refund. Cancelling at period end is usually better.

Is there a referral program? Yes — 30% recurring lifetime commission on every paid subscriber you refer. Your code is in Settings → Accounts → Invite your friends.

Developers

Is there an API? Yes — Public API keys and a hosted MCP server, both Pro features. See Public API keys and MCP connectors.

Can an AI agent run my CRM? Largely, yes — broadcasts, bulk edits, custom columns and tickets are all reachable over MCP in plain language.

Can I see the plaintext API key again later? No. Only a hash is stored. Rotate it to get a new one.

Still need help?

Help & Support → Contact Support on Telegram in the sidebar. In-app errors have a Forward to support action that attaches the technical details for you.