Sensitive cases reach a person: an alert in Telegram, a reply straight from the group
An unhappy customer or a request for an operator reaches your team’s Telegram group right away, with the reason and the customer’s details.
The agent sends the requests that need a person to your team’s Telegram group: a complaint, a request for an operator, a customer ready to buy. If you use your business’s own Telegram bot and turn on replies from the group, every alert has a “Reply” button: a colleague takes the case, writes the answer in the group and the message reaches the customer. Operator requests also appear in the queue in your aichat.md inbox, and in the widget the customer sees when the conversation is with a person and when it goes back to AI.
Before vs After aichat.md
An unhappy customer writes in the chat one evening. The assistant replies politely, but nobody on the team finds out in time.
Your team sees the case in the Telegram group, with the reason and the customer’s details, and a colleague replies straight from there.
How it works in 3 steps
A sensitive case comes up
The customer is unhappy, asks for a person, or asks something the agent shouldn’t answer on its own.
An alert in Telegram
Your team’s group gets the reason, the customer’s details and the channel they wrote on.
A person takes over
A colleague taps “Reply”, writes in the group and the message reaches the customer. The request also appears in the operator queue in the inbox.
Example messages
- “I want to talk to someone from your team.” → an operator request in the queue and an alert in the group
- A complaint about an order → an alert marked as an escalation
- In the widget, the customer sees “Human support active” while a person is replying
Available integrations
Frequently asked questions
Can I reply to the customer straight from Telegram?+
Yes, if you connect your business’s own Telegram bot and turn on replies from the group. A “Reply” button appears on the alert: a colleague takes the case, and their reply reaches the customer.
We work in Bitrix24. Can we take over conversations there?+
Yes. If Bitrix24 is connected as an open line, the agent can hand the dialogue over to the operator queue in Bitrix24.
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