Once the Telegram app is connected and configured:
When a user sends a message to your Telegram bot, it will appear in your Rocket.Chat workspace like any other Omnichannel conversation.
Any available agent can pick up the conversation and respond directly from Rocket.Chat.
The user will receive the replies on Telegram.
You can also send and receive files during the chat.
Quick replies
You can use quick reply buttons to send or receive responses on Telegram. This is especially useful when using a chatbot to handle Omnichannel conversations.
Before enabling quick replies, make sure you have a bot (such as Dialogflow or RASA) configured in your workspace.
To enable quick replies for bots:
Navigate to Administration > Workspace > Settings > Omnichannel > Routing.
Enable Assign new conversations to bot agent. This setting lets the system route new chats to a bot agent before assigning them to a human agent.
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Quick replies