When integrating Telegram with WordPress live chat, one of the first architectural decisions you face is group hierarchy: should each customer conversation have its own thread (Topics Mode), or should all messages flow into one shared group?
Option A: Forum Topics Mode (Recommended for 90% of sites)
In Topics Mode, your Telegram supergroup acts like an organized forum. Whenever a new website visitor starts chatting, the bot creates a new topic thread (e.g. «Visitor #3482 — Checkout Page»).
Advantages:
- Complete isolation: Customer A never sees or collides with Customer B.
- Multiple agents can handle different topics simultaneously without interfering.
- Full conversation history is preserved inside that visitor's thread for easy reference.
- Closing a topic (
/close) archives it cleanly from the active list.
Option B: Single Shared Chat (Best for Solo Operators)
If you are a solo entrepreneur or run a boutique service with low inquiry volume (5–10 chats a day), creating individual topics may feel like overkill. In Wisper settings, simply uncheck «Create a separate topic for each visitor».
In this mode, all visitor messages appear in the main chat feed. When replying, specialists simply use Telegram’s native Reply function on the customer's message, and Wisper routes the response back to the right visitor.
