Telegram App Config
Telegram is an application to communicate with your team members and friends. Using Telegram for incident creation and management will become easier if you add the ServiceOps Virtual Agent as an app within Telegram. Once added, you can generate or review requests from Telegram without signing-in to the Support Portal or accessing the messaging agent from the portal.
You can integrate a custom-built Telegram app that connects your ServiceOps Portal, enabling the virtual agent to send responses to the requester over the Telegram application.
Prerequisites
- ServiceOps hosted on a public URL
- ServiceOps server must be hosted on 443, 80, 88, or 8443 port.
- SSL Certificate enabled
- Telegram account created.
- The Base URL in ServiceOps should be the same as the portal URL
Applicable Version
This functionality is applicable from version 7.8 and above.
Creating and Configuring Telegram Virtual Agent
To create a Telegram Virtual Agent, follow the below steps:
Step 1: Install the Telegram app from the Google Play Store and create an account.
Step 2: Search for BotFather in the app and open it.
Step 3: Tap Start, and a list of commands related to the bot creation appears.
Step 4: Create a new bot by typing the command /newbot in the message and tapping Send.
Step 5: Enter a name for your bot and tap Send.
Step 6: Enter a username for your bot and tap Send. The username should contain _Bot at the end. For example, Motadata_Bot.
The bot gets created, and a confirmation message appears.
Step 7: Copy the token and use it in the ServiceOps as Client ID.
Step 8: In ServiceOps,
- Navigate to Admin > Support Channel > Virtual Agent > Telegram page.
- Enable the functionality.
- Paste the Client ID (token) copied from the Telegram app.
- Click Update.
- Click the Telegram button, and a confirmation message “success! Successfully installed Telegram APP” will appear.
Step 9: Open the Telegram app and tap the link provided in the BotFather chat. The bot appears, and you can begin your conversation.
