Telegram support bot by SmartBotsLand

In today’s fast-paced business world, staying connected with your customers is key. If you’re running a business and have set up a Telegram bot, you know how vital it is to engage with your users effectively.

That’s where SmartBotsland comes in. We’ve introduced a feature in our bot panel to make communication with your users a breeze. With just a click, you can now easily interact with your audience, address their queries, and boost your business presence.

Our bot panel offers two essential communication tools:

1. “Contact with System”
2. “Send Ticket”

But what sets these two apart? Let’s explore their unique features and functionalities below.

In the ‘Contact with the system’ button:

1. Users can send a single text message.
2. Operators can respond once, in text format.

Meanwhile, in the ‘Send Ticket’ button:

1. Users can send messages in various formats like files, text, or photos.
2. Operators have the freedom to reply in any format they choose.
3. The conversation can continue until the operator closes the ticket, ending the discussion.

How to activate the send ticket button for the Telegram support bot

So far, you have learned how to determine roles and assign those roles to the operator, now we are going to teach the process of sending a user request for support.

For this purpose, you must first enter the “Bot Buttons” section of the “Bot Management” menu.
Then enter the “edit” section of the start button.
At the bottom of the window, activate the “Send Ticket” button from the “Select define submenus” section and click the edit button to apply the changes.
By completing the above steps, your bot is ready to receive user messages or requests.

What do users see in the bot?

1. When users click on the “Contact with the system” button, they’re presented with a selection of roles you’ve defined.
2. Once they’ve chosen a role.
3. At this stage, the user is asked to enter a title or subject for his message.
4. The user has to write and send the request completely (if necessary, it can send a picture, audio file, voice, etc.).
5. In the last step, they must confirm their information so that, their request is successfully sent to the unit or units.

How to respond to the message through the operator?

The operator receives a message with full details (including ticket code, ticket type, date of receipt, sender, etc.) from the user. To respond to the ticket, the operator must do the following steps:

2. After selecting the “Answer” button, operator must enter the text of your answer.

3. Next, operator must confirm the answer.

4. Once your answer is approved, it’s sent off to the user. They’ll see two buttons: “Continue Chat” and “Close Chat.” If they need more help, they can keep the conversation going. Otherwise, they can wrap things up with a click.

5. If they do decide to close the chat, a handy survey pops up. It’s their chance to rate their support experience and help you improve.

View tickets in the admin panel

You as the system administrator can see the support process.

For this purpose, you have to do following steps:

1. Reopen the SmartBotsLand panel.
2.  Click on  the “view tickets” section of the “Bot Support” menu (here you can see the list of all questions and answers).

Be careful that in this section you, as the bot administrator, can see the process of tickets and questions and answers, and you are not allowed to answer or change the process.