Telegram support bot that hands over to a person
Answers support messages in Telegram from your own material, and hands anything it cannot answer to a person instead of guessing.
What it does
The integration steps this workflow runs, in the order it first runs them.
- 1TelegramNew message trigger
- 2OpenAIQuery model
- 3TelegramSend message
How it works
Everything the template sets up, and what to fill in before the first run.
Customers write to your Telegram support chat and get an immediate reply. The assistant answers from the support material you give it, and for anything else it tells the customer a person is picking it up and sends that person the message straight away.
Handing over is the default, not the exception. Refunds, billing, cancellations, anything that would change an account, complaints, anything about safety or personal data, and anything your material does not cover all go to a person. So does an assistant reply that arrives empty, or in the wrong shape, or not at all - the workflow never guesses when it is unsure.
A handover notifies someone; it does not close anything. The holding reply says in as many words that nothing has been changed and that the message is not resolved yet, and the workflow refuses to send any draft that claims an account was fixed, refunded, cancelled or closed - a draft like that is handed to a person instead. When it does answer, the reply still ends by telling the customer how to reach a human.
To set it up, paste the ID of the support chat onto the trigger step. Left blank, the trigger fires for every message your bot receives in any chat it has been added to, so fill it in unless you really do want the assistant answering everywhere. Then fill in 'businessName', paste your answers and policies into 'supportKnowledge' (that is the only material the assistant may answer from), and put the Telegram chat ID of the person who takes handovers into 'humanChatId'. That must be a different chat from the one being watched, because the handover note is internal - the workflow stops rather than posting it where the customer would see it.
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