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 [e-mail] 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.