Smart bot links: how to send customers straight to the right place

How do you use /start command parameters in your Telegram bot?

When a user opens your bot through a special link like:
https://t.me/YOUR_BOT?start=PARAMETER
the bot can automatically perform the required action. This lets you track customer sources more precisely, open the right sections, and speed up work.

The start parameter can contain several parts separated by a double underscore __. For example:
https://t.me/YOUR_BOT?start=item_56__source_site
Here item_56 is what to open, and source_site is where the customer came from.

Supported parameters and usage examples are listed below.

1. source_{some_value}

Task: understand where the customer came from.

How to use it:

• Separately, source only:
  ?start=source_tg_ads — simply mark that the customer came from Telegram ads.
• Together with another parameter (recommended):
  ?start=item_56__source_site — the bot opens product ID 56 and saves that the customer came from the website.
  ?start=catalog__source_instagram — the bot opens the catalog and marks that the customer came from Instagram.
  ?start=loyalty__source_cafe_qr — the customer opens loyalty, and the source is the QR code in the cafe.

Rule: the first part of the parameter controls the bot action (what to open), and source_... after __ records the customer source.

Value for the entrepreneur:

You can see which sources really bring customers and which actions they lead to: product view, catalog, loyalty. This helps evaluate ads and partner placements.

2. item_{some_value}

Task: open a specific product or service immediately on entry.

Example:

?start=item_42 — the bot immediately shows a product or service from the catalog with ID 42.

Together with source:

?start=item_42__source_instagram — the bot opens item ID 42 and records that the customer came from Instagram.

Value:

You can give customers a direct link to a specific product in social media, on a website, or in conversation. The customer lands on the right offer immediately, and you know where they came from.

3. loyalty

Task: open the loyalty module.

How it works:

• If there is one loyalty program, the bot immediately shows its data.
• If there are several programs, it first asks the customer to choose the right one.

Together with source:

?start=loyalty__source_cafe_qr — the customer enters loyalty, and the system records that the entry was through a QR code in the cafe.

Value:

This is convenient for QR codes at a cafe counter: the customer scans the code and immediately opens their loyalty progress, visits, and rewards, while you know which channel or location worked.

4. catalog

Task: open the product and service catalog.

Example:

QR code on a flyer or a social media link:
?start=catalog

Together with source:

?start=catalog__source_flyer — the bot opens the catalog and marks that the customer came from the flyer.

Value:

The customer immediately sees what you offer without extra steps or searching the bot menu, and you track which materials work better.

5. about

Task: open the company business card.

The business card can show a short description, contacts, location, social links, and website.

Link examples:

• ?start=about — simply open the business card.
• ?start=about__source_card — business card through a QR code on a printed card.

Value:

It is convenient to use as a mini-site for the business. It works for Instagram profile links, private messages, and business cards, while still allowing you to track which channel brings more visits.

6. my_orders

Task: show the customer's active, not-yet-completed orders.

Example:

The customer receives an order, and you give them a link:
?start=my_orders
It opens their current orders immediately.

Together with source:

?start=my_orders__source_notification — useful when the link is sent in a bot notification or through another channel.

Value:

The customer does not need to search for the bot conversation. They quickly open the order list, can check status or ask a question about a specific order. You see through which channels customers return to their orders more often.

7. support

Task: let the customer write a message to staff directly from the bot.

How it works:

When the customer opens a link with the support parameter, the bot asks them to write a message. This message:

• is automatically forwarded to the staff bot;
• is saved in the system and shown in the admin panel;
• can be answered not only from the staff bot, but also from the website.

Support messages always work and do not depend on additional settings.

It is important to separate them from ordinary bot messages. If the "Forward unrecognized messages to staff" option is enabled in system settings, all messages the customer writes outside scenarios are forwarded to staff, but are not saved on the site.

The support parameter is a separate system communication channel: messages are saved and linked to the customer and interaction history.

Like other parameters, support can be used with a source:

• ?start=support__source_site — request from the site
• ?start=support__source_instagram — question after coming from Instagram
• ?start=support__source_qr_cafe — request through a QR code at the point of sale

Value:

You get one controlled support channel: all customer requests are saved, do not disappear in personal chats, and let you understand where the request came from: ads, website, QR code, or another channel.

How to use parameters in practice

1. Place different links in different channels

• Telegram channel
• Instagram profile
• Google Maps
• Your website
• QR codes at the point of sale

2. Make separate links for each source

Use a combination of main action and source: ACTION__source_CHANNEL.
This lets you see what works better: which ads bring more requests and orders, and which partners and platforms really bring customers.

3. Shorten the customer path

• Customer scans QR → immediately opens the right product or service (item_...).
• Customer comes from ads → immediately sees a special offer (item_...__source_ads).
• Repeat customer → immediately opens "My orders" or "Loyalty" (my_orders, loyalty).

4. Make staff work easier

For example, a QR code with loyalty__source_cafe_qr at the counter: staff and customer open the same bot, quickly confirm the visit and see loyalty progress, while the system records that the visit came from the point of sale.