Telegram Integration - Zoho Desk Knowledgebase

Integrating Telegram with Zoho Desk

Telegram Messenger

Telegram is a cloud-based messaging application widely used by businesses to communicate with their customers. By integrating Telegram messaging app onto the Zoho desk dashboard you can also expand your customer services through the Instant Messaging module. The advantage of communicating through the Telegram messaging app is that you can open a new channel specifically for your customers and show that you are always available for them. All the conversations on the Telegram Messaging app are securely routed through encrypted servers on the cloud.

Benefits of Zoho Desk Integration with Telegram

    •    Manage your customer queries instantly coming from a dedicated Telegram messaging channel.
    •    Businesses can communicate about the latest business trends, track sales and much more directly with your customers through the Telegram app.
    •    Increase your agents productivity by easy management of multiple Instant messaging channels including a dedicated Telegram channel.
    •    Helps in converting the conversations into service tickets, which can then be handled by your agents and can also be tracked by your customers on Zoho Desk.


Getting started with Telegram BOT


    •    Token for the Telegram bot. Refer to this help doc to get the Telegram API Token.

Follow these steps
    1. Log in to Zoho Desk.
    2. Navigate to the Instant Messaging configuration page in Setup on Desk to create a new Telegram channel.
    3. Click Configure.

    4. Click Create Channel. Then the bot token details are to be filled in the create channel form as shown in the below screenshot.

    5. Enter the Account Name in the channel name field displayed on the Desk. You can also upload the Channel Icon picture that will be listed on your Desk Application.
    6. Choose the department with which the channel is to be associated with, then click Save to create the channel.

Settings in Preferences

1. Associating your Agents

Follow the below navigation to associate agents with the created IM channel in Desk. Every time a department is updated, the agents have to be associated with these channels by configuring these steps on the settings page, as shown below. IM Channel -> Setup -> Preferences -> Agents -> Associate Channel.

2. Auto Ticket Conversion

We can also define the required actions of auto-conversion of a ticket that must take place every time a customer initiates a chat on the Telegram Messaging App. Configure this by selecting Setup -> Preferences -> Tickets. Select the concerned Telegram channel and the desired time duration for auto-conversion. You can use the same options to auto-convert chats into tickets across multiple channels.

Telegram Integration with Zoho desk gives your business the following benefits

    1. Easy communication access with sales teams.
    2. Better customer satisfaction.
    3. Improved internal communications across teams.
    4. Supports your agents with instant customer collaboration.   

How to deactivate a Channel?

    1. Click the Setup icon ( ) on the top right.
    2. Select Instant Messaging under the Channels section.
    3. Click Telegram in the messaging channel options
    4. The channels you created will be listed. Select the channel that you would like to deactivate, click on the toggle option, and slide it off.
    5. A corresponding deactivation message box will appear. To confirm, click Deactivate.

Delete a Telegram Channel

You can delete a Telegram channel if you wish to stop sending or receiving messages in it. The channel's existing conversations will stay intact, but the agents will not be able to respond, transfer or block the associated chats.

To delete a channel:

  1. Click the Setup icon (  ) in the top bar.
  2. Under Channels, click Instant Messaging.
  3. Click Telegram on the Instant Messaging page.
    The channels created in your account will be displayed.
  4. Then, click on the horizontal ellipsis at the right corner of your channel, followed by Delete Channel.

      5. Click Yes, Delete on the confirmation dialog box.
           The channel will be deleted.

Note: Once the channel is deleted, you will not be able to send or receive messages. Even though the chats are intact (read-only), the agents cannot transfer or block the existing chats.

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