Telegram

Who should read this article: Administrators

Enable the Telegram channel for your contact center to receive and reply to messages from your contacts.

Introduction

Voiso's Telegram channel enables agents to reply to messages from your contacts and engage in conversations with Telegram users. For more information about the Telegram channel in Voiso, refer to Telegram interactions.

Watch this video to learn how to add the Telegram channel to your contact center or read the procedures in this article:

Creating a Telegram account for your business

To begin, download the Telegram app to your mobile device. Telegram requires a user account registered to a mobile phone number.

Building a Telegram Bot for your contact center

Contact centers rely on Telegram bots to automate tasks and interact with contacts. Telegram bots are special accounts that do not need a phone number to set up. For detailed information, refer to How do I create a Bot. Here are the basic steps for building a Telegram bot:

1. Get a bot token: To create a Telegram bot, first talk to the BotFather, Telegram's bot that helps you create new bots. The first thing you need is a bot token.
2. Start a chat with the BotFather by searching for @BotFather from your Telegram account.
3. Type /newbot to create a new bot.
4. Choose a name and username for your bot.
5. BotFather gives you a token. The token is used to authenticate your bot with the Telegram API. This token is needed to access the API and build your bot. Save a copy of your token for later use.

Connecting Telegram to your contact center

To connect Telegram to your contact center, create a new channel in the Digital channels page. For more information, refer to Digital channels.

To connect Telegram you require the following information:

1. Telegram API token you got from @BotFather
2. The name to be associated with your contact center Telegram channel

Channel setup

The Voiso Telegram channel enables your agents to reply to messages from your contacts and engage in conversations with Telegram users.

If you selected the Telegram channel in the General section, the Channel setup section is displayed. To set up the Telegram channel, enter the Telegram access token from @BotFather in the Access token field.

Configuration

After you complete the channel setup procedure and receive the Channel 'channel name' setup successfully completed notification, you can configure the channel for use in your contact center.

Navigate to Administration > Digital channels and click the channel name to open the Edit channel page.

The Configuration section is now available for you to add content to your Telegram profile for the channel. The information you add in this section is displayed to users when they interact with your contact center on this channel.

Complete the required information (refer to the table below) for each field, then click Save.

Enabling agents to handle Telegram messages

Ensure that the Omnichannel Workspace is enabled for your agents. Refer to Enabling Omnichannel.

Telegram in the CDR

The Telegram channel has specific dispositions you can filter for in the CDR Disposition menu:

• Waiting
• Active
• Archived