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
Each integration step this workflow runs, in order, what it is for, and the conditions and loops that decide when it runs.
- 1TelegramNew message triggerStarts a run whenever someone sends your bot a message, in a private chat or in the support group it watches.
- 2OpenAIQuery modelAsks the AI to reply from your support material only, or to say the message needs a person instead.
- 3TelegramSend messageSends the handover note to your colleague first, then the holding reply or the answer to the customer.
How it works
What happens on each run, in plain English.
Whenever a customer writes to your Telegram support bot, they get an immediate reply. The AI answers from the support material you give it. For anything else, the person who takes handovers is sent the message first, and only once that has gone through is the customer told that someone from your business will get back to them.
Handing over is the rule, not the exception. Refunds, billing, cancellations, complaints, anything about safety or personal data, and anything your material does not cover all go to a person, as does a reply that arrives empty, in the wrong shape or not at all. A handover notifies someone; it closes nothing. The holding reply says plainly that nothing has been changed, and a draft that claims an account was fixed, refunded or closed is handed over instead of sent. If the handover cannot be delivered, the customer is asked to try again later rather than told someone has it, and the run is marked as failed. Messages from your own team are left alone.
You need Telegram (your bot) and OpenAI connected, your answers and policies written down, the chat ID of whoever takes handovers (they must open your bot and press Start once), and your team's Telegram user IDs.
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