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 a customer sends a message in the Telegram support chat your bot is watching.
- 2OpenAIQuery modelAsks the AI to reply from your support material only, or to say the message needs a person instead.
- 3TelegramSend messageSends the answer or a holding reply to the customer, and sends the handover note to your colleague's chat.
How it works
What happens on each run, in plain English.
Whenever a customer writes to your Telegram support chat, they get an immediate reply. The AI 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 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 the matter is not resolved, and a draft that claims an account was fixed, refunded or closed is handed over instead of sent. When the AI does answer, the reply still ends by telling the customer how to reach a human.
You need a Telegram bot in the support chat, your answers and policies written down, and a separate chat for whoever takes handovers.
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