Connect Telegram with BoldDesk
BoldDesk’s Telegram integration lets you connect a Telegram bot as a support channel, simplifying customer interactions. This powerful solution enhances engagement and ensures faster, more efficient communication.
Key features of BoldDesk’s Telegram integration
- Direct communication: Chat with customers directly on Telegram for fast and easy interactions.
- Real-time engagement: Instantly respond to customer queries, chats, and feedback for a smooth support experience.
- Rich multimedia support: Share messages, images, videos, documents, and other multimedia files effortlessly to keep the communication clear and engaging.
- Group-based assignment: Automatically assign chats to a group or team when users reach out via Telegram.
- Multichannel support: Configure multiple Telegram accounts that can be configured for your helpdesk Telegram integration.
Telegram bots
Telegram bots are unique accounts that allow you to set up a help desk channel without needing an additional business phone number. They streamline customer support, automate responses, and integrate seamlessly with various services, enhancing efficiency and user experience.
Requirements
To set up Telegram integration with BoldDesk, you will need:
- A Telegram account
- A Telegram Bot API token to enable communication between BoldDesk and your Telegram bot. Explore further instructions about How to get a bot auth token.
Connect and manage Telegram accounts with BoldDesk
The following are steps on how to configure Telegram to BoldDesk:
- Sign in to BoldDesk.
- Navigate to Admin > Chat > Telegram, then select the Install button to integrate Telegram with BoldDesk if it has not yet been installed.
- Click Manage to manage Telegram accounts.
- Click Add Account.
- Enter Name, Bot auth token, Brand, Group (Optional) and click Verify & Continue.
- Enable welcome and offline messages and AI agent
- Welcome Message: Sent automatically when a new customer contacts your support team for the first time.
- Offline Message: Sent when a customer contacts your support team outside of business hours or when support agents are unavailable.
- Conversation Closure Message: Sent automatically at the end of the conversation.
- AI Agent Assistant: It allows AI assistant to automatically handle customer inquiries. Here, select the Handover method (Auto-assign to AI agent or Manual Handover) and the AI Agent to use on this account.
- Reopen Conversation: Enabling this feature allows users of a resolved conversation to reopen a chat, within the configured “reopen interval,” instead of initiating a new chat.
- Auto-tag Conversations: When a conversation is created, tags are automatically added.
FAQs
1. Can I use my personal Telegram account instead of a bot?
No. BoldDesk requires a Telegram bot for integration. Personal accounts cannot be connected. Bots provide secure API access and allow automation features that personal accounts do not support.
2. Will BoldDesk sync Telegram group messages?
No. BoldDesk only supports direct messages sent to your Telegram bot. Group chats are not integrated for privacy and security reasons.
3. What happens if a customer replies after a conversation is closed?
If the Reopen Conversation option is enabled, customers can reopen resolved conversations within the configured interval. Otherwise, a new conversation will be created.
