Using Multiple Communication Channels

Universal allows you to communicate with several users at the same time from a wide range of platforms - web, Telegram or Facebook Messenger.

You do not need to install anything - Universal's bot system takes care of everything for you, allowing you to use your Telegram account to communicate with all those platforms.

This is made possible through Communication Channels, created for each visitor.

Learn how to utilize them.


Create multiple communication channels for Universal Chat

What is a Communication Channel?

With Universal, you can communicate with visitors in your website. But how would you chat with several visitors at the same time?

In a regular messaging app (such as Telegram) you talk to each user through their accounts - but online visitors have no accounts! This is exactly what Universal takes care of: by offering several bots which coordinate with each other, it connects visitors to you from different bot channels and frees slots as users leave.

Channel Switching

Universal intelligently monitors the channels, and sends incoming visitors to the next free channel. Also, suggestions and alerts from the analytics system are sent to the free channel

Plan Comparison

The Business Plan offers you 9 communication channels - this means you can communicate with up to 9 users simultaneously, which should be enough for most scenarios.

The Free Plan allows for only 1 communication channel; simultaneous sessions are not allowed.
There are no limitations on user sessions that don't overlap.

How to Setup Communication Channels

Universal currently has 9 bots: UniversalAgent1Bot to UniversalAgent9Bot. There is also a UniversalAgentBot which has a special use case - it is reserverd for Telegram Messenger.

To setup a channel, all you need to do is to connect to the respective bot. Tap the magnifier and lookup the bot by name, then add it to your contacts.
To start chatting, press the START button at the bottom of the page.

When you press START for UniversalAgent1Bot, something special happens; it asks you for your phone and it registers you in the system. Other bots do not replicate this behavior as there is no need to register you several times - UniversalAgent1Bot shares the info with the other bots.

Channels and Groups

Adding a bot to your contacts enables the system to send you messages through different channels. If you want several users to recieve those messages, create Telegram groups. The best usage is to create several groups, each for one of the bots.

Example

Assume you want a setup a group with 5 operators, called "My Support Group". To setup the different channels, you should create 9 versions of "My Support Group", and add the 5 operators and one of the Universal Chat bots to each group. The final result could look like this:

My Support Group 1: Operator 1, Operator 2, Operator 3, Operator 4, Operator 5, UniversalAgent1Bot

My Support Group 2: Operator 1, Operator 2, Operator 3, Operator 4, Operator 5, UniversalAgent2Bot

My Support Group 3: Operator 1, Operator 2, Operator 3, Operator 4, Operator 5, UniversalAgent3Bot

...

My Support Group 9: Operator 1, Operator 2, Operator 3, Operator 4, Operator 5, UniversalAgent9Bot

Doing this allows the system to intelligently switch between the channels as slots become available.

Chatting via Facebook Messenger

More than 1 billion devices have Facebook Messenger installed.

Universal allows users to chat with you through their Messenger accounts. This is a very convenient solution as it brings all the features of Messenger to users, which is ideal for mobile phones. Users can switch to Messenger directly from your website!

How It Works

Whenever someone uses Messenger to contact you, the system will alert you about that. The rest of the procedure is completely normal; you use Telegram to respond to the queries, and Universal takes care of the rest.

Note that unlike website chats, there is no way to know when a Messenger user have closed the app. As such, the system will automatically close Messenger chats with more than 10 minutes of inactivity. Also, you may decide to terminate the session manually using commands offered by Universal. This is a good thing to do when the chat is over, as it frees the slot for other incoming visitors.

Chatting via Telegram Messenger

Universal allows users to chat with you through their Telegram accounts. This is a very convenient solution as it brings all the features of Telegram to users, which is ideal for mobile phones. Users can switch to Telegram directly from your website!

How It Works

As our main platform is based on Telegram, we are offering a special feature here. There are two options:

  1. If you want users to call you directly on your personal account, you can offer it here. This is the only mode available in the Free Plan
  2. If you have a service center, you'll want every operator to be notified. Here is where UniversalAgentBot comes into play

In case of the second option, you will need to create a group where UniversalAgentBot is added. This group will recieve all contact requests from users with Telegram accounts, and forwards the messages to you.

Notice

Notice that this group will NOT forward your replies to the client - rather you should contact the user directly from Telegram.

This is very easy to do, and allows you to have unlimited connections with the users. All you need to do is to tap the name of visitor, and start conversating with them. You may also create a group and invite your team mates too!

Any Questions?

See what others have asked.

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