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README.md

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+# tgsupportbot
+
+A Telegram support bot that forwards messages from users to a group chat, allowing a support team to respond privately.
+
+## How it works
+
+Users message the bot directly. The bot forwards each message to a configured support group (optionally into a specific topic thread). Support staff reply in the group by replying to the forwarded message; the bot delivers the reply back to the user.
+
+If a message goes unanswered, the bot sends a reminder to the group every 6 hours until the conversation is marked finished.
+
+## Setup
+
+### Docker (recommended)
+
+```sh
+docker build -t tgsupportbot .
+docker run -d \
+  -v /path/to/config.yaml:/config.yaml \
+  -v /path/to/data:/data \
+  tgsupportbot
+```
+
+Set `database: "/data/instance.db"` in your config so the database persists outside the container.
+
+### Manual
+
+**Requirements:** Python 3, pip
+
+```sh
+pip install -r requirements.txt
+```
+
+Copy `config.yaml.example` to `config.yaml` and fill in the values (see [Configuration](#configuration) below).
+
+Create a bot via [@BotFather](https://t.me/BotFather), add it to your support group, and give it permission to read and send messages.
+
+```sh
+python -m supportbot -c config.yaml
+```
+
+## Configuration
+
+```yaml
+# Telegram bot token from @BotFather
+bot_token: "BOT_TOKEN_HERE"
+
+# Path to the database file
+database: "./instance.db"
+
+# ID of the support group where messages are forwarded
+target_group: -12345678
+
+# Optional: topic thread ID to use within the group
+message_thread_id: 1
+
+# Message shown to users on /start (HTML)
+welcome_text: |
+  <b>Welcome</b>. Please describe your issue.
+
+# Message shown after a user sends a message (HTML)
+reply_text: |
+  Thanks, we'll get back to you shortly.
+
+# Optional: link template shown in the group alongside user info.
+# %d is replaced with the user's Telegram ID.
+integration_fmt: "https://example.com/users/%d"
+
+# Optional: how often to send reminders for unanswered messages, in minutes (default: 360)
+reminder_interval_minutes: 360
+```
+
+## Group commands
+
+All commands are issued in the support group by replying to a forwarded message.
+
+| Command      | Description                                          |
+| ------------ | ---------------------------------------------------- |
+| `/info`      | Show the user's name, username, and ID               |
+| `/ban`       | Ban the user permanently                             |
+| `/ban 7d`    | Ban the user for a duration (`s`, `m`, `h`, `d`, `w`) |
+| `/unban`     | Unban the user                                       |
+| `/finished`  | Mark the conversation as resolved and stop reminders |
+
+## Reminders
+
+When a user sends a message, the bot starts a reminder timer. If `/finished` has not been used before the interval elapses, a reminder is posted to the group. Reminders repeat at the same interval until `/finished` is used. The timer resets if the user sends another message.