Configuring a Telegram Channel

The integration of Telegram in Issabel Contact Center is done through the Chatbroker section, which acts as an intermediary. The configuration follows a series of determined steps.

Prerequisites

Before performing the integration, you need:

• 1. Administrative access to the Issabel PBX panel.
• 2. Access to the Contact Center configuration within Issabel PBX, Panel Manager, and Chatbroker.
• 3. Telegram account.

Configuration in Telegram

First, it is necessary to create a bot from a Telegram account. To do this, follow these steps:

• 1. Open Telegram on a device and search for the bot named @BotFather. You can search for it in the sidebar or access it through the following link: https://telegram.me/BotFather.
• 2. Start a conversation with the bot using the command /start to begin configuring a new bot. In the latest versions, a button appears to start the conversation and configuration.
  • For more information about Telegram bots, you can access the following link: https://core.telegram.org/bots.
  • To access the Telegram bot API manual, you can access the following link: https://core.telegram.org/bots/api.
  • The bot will display a list of action options. At this point, you must enter the command newbot to create a new Telegram bot.
• 3. Enter a name for the bot to be created.
• 4. Enter a username for the bot to be created. The username cannot contain spaces and must end with the word "bot".
• The system will generate a unique access token which must be copied to enter it in the channel to be created from the Panel Manager of Issabel Contact Center.

Steps to configure the Telegram channel

To configure this type of digital channel, it is necessary to access the administration interface of the PBX with an account that has administrative permissions and navigate to Contact Center → Panel Manager. It is also possible to access it via the URL: https://domain_pbx/fop2/admin. Once there, you need to access the Chatbroker section.

1. Creating a new channel

• In the Chat Broker tab, click on add to add a channel.
• Assign a name in the Description field, for example: "Telegram".
• Select the channel type Telegram in the Provider field.

2. Configuring the Telegram channel

You need to configure the JSON object that defines the channel parameters:

• BOT_TOKEN: Refers to the unique access token generated by BotFather when configuring a new bot from Telegram.

In the DID field, you can enter the name of the bot created in Telegram.
It is important to note that the integration with Telegram does not support voice calls, but it does allow sending and receiving audio messages. Therefore, it is recommended to disable the Enable Voice field and enable the Enable Audio field.
In the Capabilities section, it is necessary to select the full option to allow sending audios, images, and documents as attachments in the channel to be created.

3. Additional configuration

CRM
An external CRM can be associated to manage customer interactions.
Welcome Message
Customize it in the AutoReply field, for example:
"Hello! How can we help you today?"
Business Hours

• Activate the Enable business hours field.
• Configure the days and hours in the Manage option.
• Allows sending automatic replies when the chat is outside business hours.

CSAT Survey

• Activate Enable CSAT to ON.
• Customize the evaluation questions such as:
  • CSAT Survey Message: Agent evaluation.
  • CSAT Feedback Message: Feedback request.
  • CSAT Bye Message: Goodbye message.
  • CSAT Inactive Close Message: Inactivity close message.

Rating Tags

• Tags can be added such as: Support, Consulting, Sales, SPAM, Unwanted, etc.
• If a tag contains spaces, use an underscore: Unwanted.

Agent Assignment

• Configure the extension groups in Service Group.
• Attention can be assigned to:
  • All extensions.
  • A specific group of agents.

Bot Configuration

• Issabel Contact Center has an interactive Bot for conversational flows.
• An external bot can be configured with the URL in the Bot URL field.
• If no bot is used, leave the default value None.

Testing the Telegram channel

• Send a test message and confirm that the conversation is received and visible to the assigned agents from the agent console.
• For additional bot configurations, it is recommended to review the Telegram bot documentation.

This process allows the successful integration of the Telegram channel in Issabel Contact Center, facilitating real-time communication with customers. With the proper configuration, responses, business hours, satisfaction surveys, CRM integration, and agent assignment can be customized to improve attention and operational efficiency.

If there is any incorrect or incomplete information, or additional information needs to be generated, please write to isscc@issabel.com