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.

    •    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.

    •    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.

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.

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.

    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.   

    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.