Setting up a Service Center

Universal Chat relies on Telegram for the services it provides - as such, we make the best use out of that wonderful platform.

One of those features is the ability to do group chats - utilizing this feature allows you to have several operators on the watch, and seamlessly pass on customers to the relevant expert.

See how that is done below.


Telegram group chat feature for better customer service

When Do You Need Groups?

In the Free Plan, you typically register a single operator, and all calls and alerts are forwarded to that account. But what if you need to have someone online at all times, each of them with their own accounts so they can respond to many customers at any time? Here is where Telegram Groups come in the picture.

The Business Plan allows you to regsiter up to 9 operators. Each "Operator" is a Telegram account - it corresponds to one of your team members.

What Groups Can Do

Using Telegram's groups, you can setup a "pool"; a single place where all operators are connected, and all communication is forwarded to that. This means all livechat communication and real-time analytics messages are sent there, and everyone is instantly notified. Operators may also respond directly in the group, and the user will see the messages in the webpage.

Using groups, operators can easily shift watches or pass the customer to other operators who are more acquinted with their case. Also, everyone can track the conversation, see the history of how things have went, and step in if there is a need for it.

How to Setup Groups

So, how do we setup this? Very easily - just watch this video:

The steps, explained:

  1. Create a group in Telegram where you add your operators. Give the group a name
  2. Find one of the Universal Chat bots and open it
  3. Tap to open
  4. Tap the bot name on the top bar. Your page becomes like this:
    Expand your customer service scope by using group chat service
  5. Tap the triple dots on the top right and you will get the Add to Group button:
    Want to get cover more customer at a time use Universal Chat group chat
  6. Next, select your group and add the bot - and confirm the addition
  7. By this point, the bot is added to the group. The last name is to register the bot in that group. Just type /register, and the bot will return a success message:
    Ultimate customer experience for your website visitors by Universal Chat

... and you are done! In the Business Plan, you may repeat the above process up to 9 times, setting up 9 different communication groups. To do that, create 9 groups and add one bot to each group. The bots are named UniversalAgent1Bot to UniversalAgent9Bot respectively. You should not add two bots to the same group.

Enjoy Universal Chat conversations from Telegram groups!

How to Use Groups

Once Universal Chat is setup to work with groups, you don't need to do anything extra. Just chat in the group and the bot will send your messages to the client!

Any Questions?

See what others have asked.

Read the FAQ

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