> For the complete documentation index, see [llms.txt](https://docs.arkis.xyz/home/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.arkis.xyz/home/for-borrowers/managing-your-positions/the-telegram-support-bot.md).

# The Telegram Support Bot

*Your designated Telegram group is the primary channel between your team and Arkis. The support bot turns plain-language requests into operational tickets — fund movements, withdrawals, staking, sub-account changes, and reporting all start here.*

Your group includes your team members, Arkis operations staff, and the Arkis support chatbot. Sub-account credentials and API keys are also delivered into this group (securely, via 1Password share links).

### How to raise a request

1. Type **`/start`** in your designated Telegram group to activate the bot.
2. Describe your request **in one message, with full precision** (template below).
3. The bot captures context and routes it to the Arkis support team, **starting the operational clock** (see Operational Timelines).
4. The team executes and **confirms completion in the group**.

> **Important** The resolution targets in Operational Timelines apply **only** to requests submitted through the bot in your designated group. Requests sent through other channels may be re-routed and re-clocked.

### The request format

For any **fund movement**, use this structure:

```
Please send <amount> of <currency> from <source: subaccount address/name>
to <destination: subaccount address/name> through (optional) <bridge/route>.
```

Specify, every time:

* **Amount** — the exact figure (e.g. `100,000`), never "all" / "max" / "the rest".
* **Currency** — the exact token (`USDC` ≠ `USDT`).
* **Source** — the precise account: a sub-account **name** (e.g. `red-tiger`) or **address** (e.g. `0x81as…`), or your Margin Account.
* **Destination** — same precision as source.
* **Route / network** *(optional)* — bridge or chain if you have a preference (e.g. `TRC20`, `native redeem`). Omit it to let Arkis choose the route.

> **Tip** Specificity is what makes a ticket actionable. A request the ops team cannot execute without follow-up questions will be **rejected and sent back** — costing you a round-trip. When in doubt, over-specify.

### Good vs bad requests

> **Critical** Requests missing a **precise amount** or **precise account identifiers** are rejected.

**❌ Rejected — will bounce back:**

* *"Move all USDC from my hyperliquid sub-account to Bybit account"* — missing precise transfer value **and** precise sub-account identifiers.
* *"Move money all USDC from hyperliquid subaccount red-tiger to Bybit subaccount fund1subacc"* — missing precise transfer value.

**✅ Accepted — clear, executable:**

* *"Move 100,000 USDC from Hyperliquid sub-account red-tiger to Bybit subaccount fund1subacc"*
* *"Move 100,000 USDT from OKX subaccount fund1okxsub to Binance subaccount fund1binancesub using TRC20 network"*
* *"Move 100,000 USDT from OKX subaccount fund1okxsub to Binance subaccount fund1binancesub"* — no network preference; Arkis picks the route.
* *"Move 100,000 USDC from Hyperliquid sub-account 0x81as123adcax to Lighter subaccount blue-panda"* — address used as the source identifier.
* *"Unstake 100,000 kHYPE using native redeem"* — exact amount + chosen redemption route.

### Common request types

| Request                            | Must include                                                                                                  | Page                            |
| ---------------------------------- | ------------------------------------------------------------------------------------------------------------- | ------------------------------- |
| Transfer MA → CEX/DEX sub-account  | amount, token, source MA, destination venue + sub-account, **account type** (spot / funding / margin / perps) | Moving Funds Between Venues     |
| Transfer sub-account → MA          | amount, token, source venue + sub-account, destination MA                                                     | Moving Funds Between Venues     |
| Transfer CEX ↔ CEX / DEX           | amount, token, source, destination, network *(optional)*                                                      | Moving Funds Between Venues     |
| Withdraw to whitelisted wallet     | amount, token, source account, destination wallet — **funds pre-positioned in the funding account**           | Withdrawals                     |
| Stake / unstake                    | asset, exact amount, target protocol / redemption route                                                       | Staking & Yield                 |
| Open / close a sub-account         | venue, purpose                                                                                                | Moving Funds Between Venues     |
| Update margin-call alert threshold | cluster, new HF threshold                                                                                     | Health Factor, Top-Ups & Alerts |
| Financial report / reconciliation  | scope, date range, venues                                                                                     | Operational Timelines           |

### Two bots, two jobs

* **Support bot** — the request/ticketing bot above. You type `/start` and describe an action you want Arkis to execute.
* **Arkis Notifier Bot** — *push-only* margin-call and liquidation alerts. You don't message it; it messages you. Set-up in Health Factor, Top-Ups & Alerts.

### Escalation

If a request is urgent or a target is at risk of being missed:

1. **@-mention your Arkis account team** in the designated Telegram group, or
2. Email **<operations@arkis.xyz>** directly.

For multi-team incidents (e.g. a cross-venue transfer blocked by a third-party provider), Arkis may convene a joint group call between your team, operations, support, and SecOps; status updates are posted in the group throughout. See the escalation flow in Operational Timelines.