Why doesn't Whale.io have regular live chat support ? A human support is always better than these bot ones.
Personally. I do not like the telegram bot support as most of the time the bot cannot provide you with the required understanding and resolution to the problem. Also, telegram is a scammer's heaven and some evil people may make a fake telegram bot to scam the Whale.io users. I wonder if they have taken the necessary measures to avoid any unwanted mishaps.
This is a good suggestion for the project, if they haven't introduced human based support then they must try to incorporate it as early as possible. There are many queries which bot can't handle and it's good to have live human support. Once the project is matured then team can decide to replace human with bot but in early stages it's advisable to have a human that is always there to listen to user queries. It helps the project to improve itself by getting live feedback from the user who is using the platform.