Telegram

Livedesk supports users in adding Telegram channels to engage in conversations with customers. With this feature, you can achieve:

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• Automatically receive messages from Telegram and assign them to the appropriate team or customer service representative.
• View the profile details of users who send messages.
• View, manage, and respond to all messages within the conversation or ticket list.

The following will introduce how to add a Telegram channel.

Prerequisites

LiveDesk creates a Telegram channel by receiving user messages through a Telegram Bot and creating conversations within LiveDesk. When an agent responds to a message in LiveDesk, it is displayed in the customer's Telegram chat window via the Telegram Bot. Therefore, before creating a channel, you need to first create a Telegram Bot in Telegram.

• Visit BotFather and enter the /newbot command. Follow BotFather's instructions to create a TG Bot. Once created, you can obtain the TG Bot's link (Telegram Agent Link) and Token.

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"Add Channel" - "Telegram"

Enter Configuration Information

Fill in the configuration information as prompted by the interface, then click "Confirm". This channel offers three modes: Private Chat, Group Chat, and GPT Bots Group Chat mode.

• Private Chat: Agents reply to user messages within the Telegram private chat environment. Users send messages directly to the Telegram Bot, and agents reply to users in the corresponding private chat via LiveDesk.
• Group Chat: Can receive and reply to messages sent by users in the group where the Telegram Bot is located. Corresponds to Telegram's group chat mode.

• Group Chat GPTBots Mode: LiveDesk and GPTBots share the TG group chat messages. GPTBots processes TG 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(s) who will handle messages for this channel.

Detailed Settings

After creating the channel, you can set detailed configuration information within the corresponding channel.

Settings

• Set Channel Greeting Message

  Default is off. Customize the greeting message to be automatically sent to the customer when they start a conversation.

• Enable CSAT

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When this feature is enabled, a customer satisfaction survey will be automatically triggered after each resolved issue. CSAT scores can be viewed later in the reports section.

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Conversation Assignment

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Displays the conversation assignment rules corresponding to the current channel. Supports routing rules, AI Agent, and Human Agent responses. Conversation assignment priority order: Routing Rules > AI Agent > Human Agent.

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When routing rules exist, first determine if the requirements are met. If multiple routing rules exist simultaneously, they are traversed in order; if a rule is met, assignment follows that rule.

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If the current scenario does not meet any routing rule, it is first assigned to the AI Agent.

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When no AI Agent exists, it is assigned to the corresponding Human Agent(s). Supports automatic assignment, providing both concurrent load balancing and sequential round-robin assignment mechanisms.

Human Agent

Supports setting up the human agent(s) who will handle conversation messages for this channel. You can add or remove agents.

AI Agent

Supports setting up the AI agent(s) that will handle conversation messages for this channel. You can choose to enable or disable its use, and support adding GPT AI Agents.

Business Hours

You can set the team's business hours.

If you have clearly defined business hours, please check the "Enable business availability for this inbox (Enabled)" checkbox. After checking this box, the corresponding parameter settings will be displayed below. You can set an unavailable message for visitors outside of business hours. You can select business hour intervals for each day and the corresponding time zone.

Frequently Asked Questions

How to Add a Telegram Bot to a Group Chat

1. First, in BotFather, enter /setprivacy to enable the group chat permission for the corresponding Telegram Bot.

2. If the Current Status shows /Enabled, it means the permission is not yet enabled. Enter /Disable to enable it.

3. Add the Telegram Bot to the group chat. In the profile interface, select "Add to Group or Channel". Then add it to the specified group chat.

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