Telegram Personal Account

LiveDesk supports adding Telegram channels so users can communicate through Telegram. With this feature, you can:

• Automatically receive messages from Telegram and assign them to the appropriate team or agent.
• View the profile details of users who send messages.
• View, manage, and reply to all messages in conversations or from the ticket list.

LiveDesk provides two ways to create Telegram channels: by integrating with a Telegram Bot or with a Telegram personal account. Below, we introduce how to add a Telegram channel using a Telegram personal account.

Preparation

LiveDesk integrates with Telegram personal accounts through the Unipile Messaging API. Before creating a channel, you need to create an account on the Unipile platform and connect your Telegram account. The process is as follows:

• Visit the Unipile platform. If you have not registered an account, please register first. After logging in, go to the console. First, create a Token. After it is created, save your DSN and Token information, as they will need to be configured later when creating the channel.

• Connect your personal Telegram account. After creating the Token, you also need to authorize your personal Telegram account in Unipile. Follow the instructions to complete the authorization and connection. Once successful, the authorized personal Telegram account will appear in your Unipile account list.

"Add Channel" > "Telegram"

Select Add Channel, then choose Telegram Personal Account to create a channel.

Enter Configuration Information

Fill in the configuration information as prompted by the interface. The channel name can be customized. For the API address, enter the DSN address obtained from Unipile (for example: api22.unipile.com:xxxxx), and for the API Key, enter the generated Token.

After completing the information, click Test Connection. If successful, the interface will display a message indicating that the test passed, and you can proceed to the next step.

If the Unipile account already has an authorized Telegram account, the interface will return the relevant account list. Simply select the Telegram account you want to connect. If you need to authorize another account, you can choose Go to Unipile Authorization.

Select the account and assign agents for this channel, then click Confirm to complete channel creation.

Detailed Settings

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

Integration

• Personal account type: The type of connected personal account. The default is Telegram.
• Authorized personal account: The ID of the authorized Telegram personal account corresponding to the channel.
• Unipile account ID: The unique ID assigned by Unipile to this personal account.
• Unipile API address (DSN): Displays the Unipile DSN address configured when creating the channel.
• Unipile API Key: Displays the Token configured when creating the channel.
• Unipile Webhook URL: Displays the webhook address associated with the channel. Message sending and receiving are implemented through webhook pushes.

Settings

• Set channel greeting message

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

• Enable CSAT

  After this feature is enabled, a customer satisfaction survey will automatically begin 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 the 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 determines whether the routing rule requirements are met. If multiple routing rules exist at the same time, they are evaluated in order, and assignment is made according to the first matching rule.

If the current scenario does not meet the routing rules, it will be assigned to the AI Agent first.

If there is no AI Agent, it will be assigned to the corresponding Human Agent. Automatic assignment is supported, with mechanisms including assignment by concurrent workload, sequential round-robin assignment, and assignment based on custom agent workload.

• Workload-based assignment mechanism

  Assignment is based on the defined workload quantity, with priority given to agents with lower concurrent workloads.

• Sequential round-robin assignment mechanism

  Without considering each agent's workload settings, conversations are assigned evenly to each agent in sequence.

• Custom agent workload assignment mechanism

  Set a custom workload value for each agent individually, with priority given to agents with lower concurrent workloads.

Human Agent

Supports assigning human agents to handle conversation messages for this channel. Agents can be added or removed.

AI Agent

Supports assigning AI agents to handle conversation messages for this channel. You can enable or disable them, and adding a GPT AI Agent is supported.

Business Hours

You can set the team's business hours.

If there are clearly defined business hours, select the Enable business availability for this inbox (enabled) checkbox. After selecting it, the corresponding parameter settings will be displayed below. You can set an unavailable message for visitors during off-hours. You can also set 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 Telegram Bot's group chat permissions.

2. If Current Status displays /Enabled, it means the permission has not been fully opened yet. Enter /Disable to enable group message access.

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