To provide support in group chats, add a bot connected to Deskie as a member of the group, and configure group communication settings if needed.
Channel instructions:
- Telegram (connecting a bot and group communication setting);
- Microsoft Teams (connecting a bot and group communication setting);
- Slack (a separate setting for group communication is not required);
- Mattermost (a separate setting for group communication is not required).
Incoming messages
Which messages from group chats appear in Deskie depends on the channel and its settings.
Slack: When group chat members need support, they must mention the bot using "@". Simply posting a message in the channel's group chat will not send it to Deskie.
Telegram and Mattermost: When connecting or configuring the bot, you can choose to receive only messages mentioning the bot or all messages from the group chat. If the checkbox "From a group chat, receive only messages containing a bot mention" is unchecked, Deskie will receive all group messages from Telegram or from the channel in Mattermost.
When the option to receive only messages with a mention is enabled, Deskie receives:
- messages mentioning the bot;
- photos and videos sent as an album, if the bot is mentioned in the caption of at least one of them;
- replies to the bot's messages — mentioning it again isn't required when quoting;
- every part of a long message, if Telegram split it into parts and the first one included a mention of the bot;
- forwarded messages, if the bot is mentioned in the forward's comment.
Microsoft Teams: the behavior depends on the type of your bot.
Conversation display
a. All messages from a group chat that mention a bot are displayed in one chat in Deskie, making it easier for agents to chat with multiple participants at the same time.
b. The chat author is the user whose message created a new chat in Deskie.
c. If the chat was reactivated by another participant, then when the agent selects a message in a new chat, the author of the case will change.
d. To make it easier for agents to understand that they received a message from a group chat, the user's mention of the bot is displayed in the body of the message. Telegram, Slack and Mattermost also allow you to get the name of a group chat, which is displayed in the subject line when creating a new chat.
To track cases from a group chat using rules, use the condition: "Subject — starts with — [group chat name]".
Mentioning participants
If an agent communicates with several participants at the same time, he/she can mention specific group members in the response to indicate to whom exactly it is intended. To do this, the agent needs to click on the user's avatar in the chat and the mention will be added to the response form.
a. You can only mention the participant with whom you are communicating in the current chat. It will not be possible to get a list of all chat participants and select the right one.
b. Microsoft Teams, unfortunately, does not allow you to get user avatars, so employees will have to hover over a specific message to understand what different users are writing.
c. Slack also allows you to mention channel members directly in the text of the message through a special construct: <@[slack_id]>. Thus, you can mention any member of the channel from Deskie at any time by simply adding such a construct to the text of the message. Read more about mentions in Slack
d. Mattermost also allows you to mention channel members directly in the text of the message through a special construct: <@[user_name]>. Thus, you can mention any member of the channel from Deskie at any time by simply adding such a construct to the text of the message. Read more about mentions in Mattermost
The user will see the message and receive a mention notification only if they are added to the channel as a member. If the user is not added to the channel, then Slack/Mattermost will show nothing to the user.
To find a user's ID, in Slack itself click the user's name in any conversation and select Copy member ID from the additional options in their profile.
If you need to mention the same users often and don't want to memorize all the IDs or keep copying them into Slack, create macros that insert mention constructs for the right users into the reply field.
Instant messengers' specifications.
1. Files sent in a group chat, or in a post or comment to a post within a channel in Microsoft Teams, will not be received by Deskie — this is due to a limitation on file retrieval by bots imposed by Microsoft.
2. In Telegram, you can create individual topics within a group chat. In this case, each topic is essentially a separate group chat. The name of the group chat and the topic the user wrote in will always be added to the case subject, and will also be shown in the list of active chats, so agents can easily tell exactly where the user wrote from.
3. Comments under posts in a Telegram channel are added both to the discussion group and directly under the post itself. Each thread under a post is a separate case in Deskie. Read more