05 / Services
Bots and messengers
Scenarios in Telegram and the channels next to it: taking a request, a status, a notice to a staff member.
For teams whose client already writes in a messenger, while the records never see it.
Bot
Scenario
Channel
Telegram
Step
Request
For whom
Queue
What it consists of
What goes into the system
- 01
Branches of the dialogue
The scenario is short: what to ask, what can be skipped, and when to hand over to a person.
- A greeting, and a choice of topic
- Request fields, step by step
- A branch for “call a staff member”
- 02
Number and status
A messenger message becomes a request. It has a number, not a place in the chat feed.
- A record built from a person’s answers
- A status the bot is able to say
- A repeat, if the person writes again
- 03
Staff member
When the bot cannot cope, the request goes to a specific person or into a queue, not into a shared chat.
- Who the notice goes to
- What a staff member sees of the dialogue
- How to bring a person back to the status
- 04
Texts without a release
Phrases, buttons, and opening hours are edited without deploying a new version.
- A short workspace for texts
- Who is allowed to change them
- What a casual edit must not be able to break
- 05
Where people leave
We look at the step where the dialogue breaks off, and shorten it instead of adding new questions.
- A counter by step
- Quiet errors from a webhook
- What to do if the messenger is unavailable
What we do
- 01Dialogue scenarios
- 02Building the branches, and checking them
- 03A request handed into the CRM, or into a receiving spreadsheet
- 04A workspace where texts are edited without a release
- 05A counter of which branches people leave
How we proceed
- 01Branches of the dialogue
- 02A rough version
- 03A link with the system
- 04Run
- 05Launch
Stack
- Telegram Bot API
- Node.js
- Webhooks
- CRM API
A guide for the timing
A simple request intake takes up to two weeks. Paths with payment and statuses take about a month.
Outcome
An inquiry is not lost in chat: it has a number, a status, and an owner.
What usually comes later
Payment inside the chat, several channels at once, and complex forms come after a simple request intake no longer loses inquiries.