Telegram

Livedesk supports adding a Telegram channel so you can chat with users. With this feature, you can:

• Automatically receive messages from Telegram and assign them to the corresponding team or customer service agent.
• View detailed profile information for users who send messages.
• View, manage, and reply to all messages in conversations or in the ticket list.

Below, we’ll show you how to add a Telegram channel.

Preparation

Livedesk creates a Telegram channel by receiving user messages through a Telegram Bot and creating conversations in Livedesk. When an agent replies to messages in Livedesk, the replies are displayed in the customer’s Telegram chat window through the Telegram Bot. Therefore, before creating the channel, you first need to create a Telegram Bot in Telegram.

• Visit BotFather and enter the /newbot command. Follow BotFather’s instructions to create a Telegram Bot. After the bot is created, you can obtain the bot link (Telegram agent link) and token.

"Add Channel" > "Telegram"

Enter configuration information

Fill in the configuration information according to the interface prompts, then click "Confirm" when finished. This channel provides three modes: private chat, group chat, and GPTBots group chat mode.

• Private chat: Agents reply to user messages in a Telegram private chat environment. Users send messages directly to the Telegram Bot, and agents reply to users in the corresponding private chat through Livedesk.
• Group chat: You can receive and reply to messages sent by users in the group where the Telegram Bot is located. This corresponds to Telegram’s group chat mode.

• Group chat GPTBots mode: Livedesk and GPTBots share messages in this Telegram group chat. GPTBots processes Telegram group chat messages first, and Livedesk obtains the group chat records from GPTBots.
• Bot Token: Enter the bot token obtained from Telegram BotFather.
• Add Agent: Specify the customer service agent who will handle messages from this channel.

Detailed settings

After the channel is created, you can configure detailed settings in the corresponding channel.

Settings

• Set channel greeting message

  Disabled by default. Enter a custom greeting message that will be sent automatically to customers when they start a conversation.

• Enable CSAT

  After this feature is enabled, a customer satisfaction survey will automatically be launched each time an issue is resolved. CSAT scores can be viewed later in the Reports section.

Conversation assignment

Displays the current conversation assignment rules for this channel. Routing rules, AI Agent, and Human Agent responses are supported. Conversation assignment priority: routing rules > AI Agent > Human Agent.

When routing rules exist, the system first checks whether the requirements of the routing rules are met. If multiple routing rules exist at the same time, they are evaluated in order, and conversations that match a rule are assigned according to that rule.

If the current scenario does not meet the routing rules, the conversation is assigned to the AI Agent first.

If there is no AI Agent, it is assigned to the corresponding Human Agent. Automatic assignment is supported, with mechanisms including assignment by concurrent workload, sequential balanced assignment, and custom workload assignment by customer service agent.

• Assignment by workload

  Assigns based on the defined workload, giving priority to customer service agents with a lower concurrent workload.

• Sequential balanced assignment

  Does not consider each customer service agent’s workload settings and assigns conversations evenly to each customer service agent in sequence.

• Custom workload assignment by customer service agent

  Sets a custom workload value individually for each customer service agent, giving priority to customer service agents with a lower concurrent workload.

Human Agent

Supports setting the human agents who handle conversation messages for this channel. Agents can be added or removed.

AI Agent

Supports setting the AI agents who handle conversation messages for this channel. You can enable or disable them, and a GPT AI Agent can be added.

Working hours

You can set the team’s working hours.

If there are clearly defined business hours, select the "Enable business availability for this inbox (enabled)" checkbox. After selecting this box, the corresponding parameter settings will be displayed below. You can set an unavailable message for visitors during off-hours. You can select business hour ranges and the corresponding time zone for each day.

Frequently Asked Questions

How to add a Telegram Bot to a group chat

1. First, in BotFather, enter /setprivacy to configure the corresponding Telegram Bot’s group chat permissions.
2. If Current Status displays /Enabled, it means the permission has not been enabled yet. Enter /Disable to enable it.

3. Add the Telegram Bot to the group chat. On the profile page, select "Add to Group or Channel". Then add it to the designated group chat.

4. Set "Admin Rights", allow the Telegram Bot to obtain full permissions, and click "Add Bot as Admin" to add the Telegram Bot to the group chat.