Upservice allows you to communicate with Telegram users directly from the "Contacts" section of the interface. This means your clients can communicate with you directly in the messenger without having to visit your website. It's incredibly convenient.
- Connecting a Telegram bot;
- Design of Telegram bot;
- Join a Telegram group;
- Connecting a numbered telegram.
Differences between numbered Telegram and Telegram bots
Numbered Telegram
- Allows you to write to users first, without waiting for an incoming message.
- Uses a paid channel: to work, you need to pay for each allocated number.
Telegram bot
- Cannot initiate a conversation - here you can only reply to those who wrote to you.
- Free channel: there is no limit on the number of bots, you can connect as many as you like.
Connecting a Telegram bot
To enable clients to message you on Telegram, you need to create and connect a bot. This can be done in a few simple steps.
Search for @BotFather in Telegram's chat search:
Click on the "Open bot" button and tap "Create a new bot" :
Fill in the fields:
- Bot Name
- About
- Create a username for your bot and click "Create Bot".
Congratulations, you've created your own Telegram bot!
Now you need to click the "Copy Key" button in your bot settings, after which you will return to Upservice.
After creating a Telegram bot, you need to connect it to Upservice. To do this, go to the "Settings" section, go to the "Channels" tab, click "Connect Channel,"
Select the channel type "Telegram bot"
Paste the API token you received in the previous step into the field and click the "Next" button:
After you have clicked the "Next" button, the usual channel setup in our system follows.
Fill in the fields:
- Channel name — a name that reflects the purpose of the chat. For example, "Facebook for clients" or "Facebook for support". This name is available only to colleagues, clients will not see it;
- Supervisor — this is the only employee who can be assigned to this role. They have the right to add or remove operators, as well as change channel settings and communicate with clients;
- Managers — company employees who will communicate with the users of your site;
- Tags - if you specify any of the tags in the channel, then all subsequent contacts that will be created for you through this channel will immediately arrive with an ALREADY assigned tag. This will be the tag that you selected at the channel creation stage;
To set up the operators' working hours, drag the "Channel operating hours" slider to the right.
In the working hours settings, select the Time zone that will correspond to the working schedule of your company. It is important to select the time zone that matches the location of your office or the place where you provide services.
Next, specify the working days and time when your employees are available to provide consultations in the chat and also immediately set up the "Automatic response outside of business hours":
If you work 24/7, set the time from 12:00 AM to 12:00 PM. To specify lunch time, set two time intervals: morning and until lunch, and after lunch and until the end of the workday.
If necessary, enable the SLA function and write down the "Auto-response for the customer". To do this, click on the slider next to "SLA" and type the auto-reply in the field below.
Auto-response for the customer - an auto-reply is an excellent feature for those who have a constant influx of requests from clients and may not have time to process everything at once. The auto-reply will be sent automatically after the client's message, after the amount of time that you specify. It depends on the operator's SLA time. Let's set the operator's SLA to 5 minutes, for example.
In this case, if the operator did not manage to answer the client within 5 minutes, then the auto-reply will be sent to them automatically:
Set up Feedback from your clients.
To do this, activate the "Feedback" slider and specify the time — after what period the system will automatically ask to evaluate the quality of the consultation provided. The evaluation will be sent after the time you specified into the contact, counting from the last message of the client. But if the creation of tickets for this channel is connected, then the evaluation will be sent after you close the ticket with this contact.
Then we click on the "Save" button and our channel will be successfully saved:
Now the client can write to you in the WhatsApp application and you will see his messages in Upservice:
