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

Prerequisites

    •    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.

    Access your files securely from anywhere

      Zoho CRM Training Programs

      Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

      Zoho CRM Training
        Redefine the way you work
        with Zoho Workplace

          Zoho DataPrep Personalized Demo

          If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

          Zoho CRM Training

            Create, share, and deliver

            beautiful slides from anywhere.

            Get Started Now


              Zoho Sign now offers specialized one-on-one training for both administrators and developers.

              BOOK A SESSION









                                            You are currently viewing the help pages of Qntrl’s earlier version. Click here to view our latest version—Qntrl 3.0's help articles.




                                                Manage your brands on social media

                                                  Zoho Desk Resources

                                                  • Desk Community Learning Series


                                                  • Digest


                                                  • Functions


                                                  • Meetups


                                                  • Kbase


                                                  • Resources


                                                  • Glossary


                                                  • Desk Marketplace


                                                  • MVP Corner


                                                  • Word of the Day


                                                    Zoho Marketing Automation

                                                      Zoho Sheet Resources

                                                       

                                                          Zoho Forms Resources


                                                            Secure your business
                                                            communication with Zoho Mail


                                                            Mail on the move with
                                                            Zoho Mail mobile application

                                                              Stay on top of your schedule
                                                              at all times


                                                              Carry your calendar with you
                                                              Anytime, anywhere




                                                                    Zoho Sign Resources

                                                                      Sign, Paperless!

                                                                      Sign and send business documents on the go!

                                                                      Get Started Now




                                                                              Zoho TeamInbox Resources



                                                                                      Zoho DataPrep Resources



                                                                                        Zoho DataPrep Demo

                                                                                        Get a personalized demo or POC

                                                                                        REGISTER NOW


                                                                                          Design. Discuss. Deliver.

                                                                                          Create visually engaging stories with Zoho Show.

                                                                                          Get Started Now









                                                                                                              • Related Articles

                                                                                                              • How to get a Telegram API token using the BotFather?

                                                                                                                Telegram Integration
 Telegram is a cloud-based communication platform and it can be integrated with Zoho Desk to communicate with your customers instantly.                               What are Telegram Bots? Telegram Bots are special accounts that ...
                                                                                                              • FAQs: Telegram

                                                                                                                What is a Telegram Messaging App? Telegram is a cloud-based messaging application. By integrating the Telegram messaging app onto the desk dashboard, you can expand your customer services through Instant Messaging. The advantage of communicating ...
                                                                                                              • FAQs: Instant Messaging

                                                                                                                Why can't I send Canned Messages? The Auto-ticket conversion must be switched On. Why? Because the canned message contains placeholders from the Agents & Contacts module. Navigate to Instant Messaging > Preferences > Check_lists to Switch On the ...
                                                                                                              • How to add a GC bot to your Telegram channel

                                                                                                                Explore ways to leverage the Bots in IM feature (conversational intelligence) for spontaneous customer support. Let's create a bot that will help you attend to your customers around the clock. Bots work all day every day to provide your customers ...
                                                                                                              • Integrating LINE with Zoho Desk

                                                                                                                LINE Messaging App LINE is the fastest growing instant messaging app in the world, bringing agents closer to their customers and end-users. Send free messages and make voice calls or video calls anytime, anywhere. LINE is now available on a variety ...
                                                                                                                Wherever you are is as good as
                                                                                                                your workplace

                                                                                                                  Resources

                                                                                                                  Videos

                                                                                                                  Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.



                                                                                                                  eBooks

                                                                                                                  Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.



                                                                                                                  Webinars

                                                                                                                  Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.



                                                                                                                  CRM Tips

                                                                                                                  Make the most of Zoho CRM with these useful tips.



                                                                                                                    Zoho Show Resources