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.
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.
So, how do we setup this? Very easily - just watch this video:
The steps, explained:
... 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!
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!