Fluent Support Telegram Settings

To make your Telegram Integration running, you need to get the Bot Token and Group Chat ID from Telegram. To learn how to Manage your Tickets using Telegram, follow the guidelines accordingly –

Get Bot Token

Simply follow the steps to get the Bot Token from Telegram.

First, send a text to @BotFather or click the start button to start the bot in your Telegram application.

Then create a Bot by sending the ‘/newbot’ command using the help message.

Provide a relevant name for your bot. Next, choose a username for your bot that must end with the text ‘bot’.
After finishing these steps, @BotFather will provide you with the Bot Token that you need to complete the next step.

Get Group Chat ID

Now you will need a Group Chat ID to send your notification. To do this, first, you need to Create a Group in Telegram.

Creating A New Group On Telegram

To create a new group in Telegram, follow the Screenshots & GIF below –

First, click the New Group button from the left-side Editor.

Now, give a name to your group and Add the Bot that you created in the previous step as a member of the group. Press the Create button and your group will be created.

Now, give your bot “Admin Acces” i.e., simply make the bot admin of your group chat.
Follow the GIF below, to learn how you can make your Bot Admin of your group.

After giving your Bot the “Admin Access” you can see the preview from View group info by clicking the three-dot from the right-side corner

Get Group Chat ID

Finally, to get the Chat ID of your group, add @GetIdsBot as a member of this same newly created group.

To do this follow the Screenshots & GIF below step-by-step –

After adding the GetIDs Bot as a member, it will send a message to the group with the Group Chat ID.

Remember, the Chat ID starts with a minus sign (-), and you would have to copy the code exactly provided by the GetIDs bot.

Configure Telegram in Fluent Support

From your Fluent Support Dashboard, go to Global Settings, and click the Notification Integrations from the left sidebar. This will open the Telegram Integration Settings tab.

Then, paste the Bot Token & Group Chat ID that you have copied before into the Bot Token & Default Channel/Group Chat ID field. Finally press the Save Telegram Settings.

Remember, the Chat ID starts with a minus sign (-), and you would have to copy the code exactly provided by the GetIDs bot.

A brief explanation of other options mentioned above –

• Notification Events: Using this option, choose for which instances you want to be notified through Telegram. The available notification events are – Ticket Created, Ticket Closed, Replied by Customer, and Agent Assigned To Ticket.
  
• Test Message: You can also insert any text message to test whether you connected your telegram successfully or not. After you click the Save Telegram Settings if the settings are correct, you will see a message in your Telegram, and the settings will be saved.
  
• Enable Telegram Notifications: Enable this option, to make sure you get the telegram notifications.
• Enable Reply From Telegram (Agent can directly reply from telegram): You can also enable this option, so that your support agents can directly reply from Telegram.

Reply Tickets From Telegram

To reply to any tickets directly from Telegram, follow the steps with screenshots below –

Note: If you or your agents want to get notifications in your/their individual inbox, you or any agents must send a test message (e.g., Hi) to the Bot that you have created and added to the group. This will enable the bot to forward telegram replies to the original tickets in the support portal. 

First, you need to add your support agent’s Telegram Chat ID to their profile.
To get the Telegram user chat ID, send a message to @GetIdsBot and it will return the message with the ID. Copy the Chat id.

Now, go to Support Staff under the Global Settings from your Fluent Support Dashboard, and click on the Pencil Icon of your desired agent/s whom you want to give access to reply tickets directly from telegram.

Scroll down to the Telegram Integration option, paste the Chat Id you have copied before into the Telegram Chat ID field, and click the Update button. Now your chosen agent/agents can reply to tickets from Telegram.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Managing Tickets using Telegram appeared first on Fluent Support.

Fluent Support Slack Settings 

To learn how to manage your Tickets using Slack, follow the steps with the screenshots below –

Slack App

First, go to the Slack API and log in to your account to create an App in Slack. If you don’t have an account in Slack create one.

After logging on to your account click on Your Apps from the nav bar and click on the Manage your apps button.
You will be redirected to the Slack app creation page.

Click on the Create New App button here.

Select From Scratch to configure your app.

Give the App name, select Slack Workspace, and click the Create App button.

Configure the Slack App 

Now you need to configure your Slack App and create an API token.
So first select the OAuth & Permission from the left sidebar.

Scroll down, go to the Scopes, and add these four (channels:history, chat:write, groups:history, and groups:write) OAuth Scope from the dropdown menu.

Go to the OAuth Tokens for Your Workspace and click the Install to Workspace button below. 

Now you will get a Bot User OAuth Token here. Copy the token for later use. 

Add a Channel for Ticket Notifications

Go to your Slack Workspace, select Add Channels, and Create a new channel for Fluent Support Ticket notification. 

A pop-up will come here, give a name, and click the Next button.

Then you will be asked for channel visibility keep the channel visibility Private.

Now the channel settings will come. Select the Integrations from this settings option. 

Here, you have to Add the Slack App you have created. So click on the Add an App button. 

Now you will see here all of your Apps. Select the App you created and click on the Add button.

Now simply copy the Channel Name and Channel ID. 

Configuring Slack in Fluent Support 

Go to the Global Settings from the Fluent Support Dashboard and select Notification Integrations from the left sidebar to find the Slack option. You will see the Slack Integration Settings page.

Now fill in all the fields with the necessary information that you have copied before. Also, you can enable the checkboxes if needed. Once you are done, do not forget to click on Save Slack Settings.

Slack Reply 

You can also send Reply for your business Tickets from your Slack channel. You need to follow some simple steps to complete the process.

To send a reply from your Slack channel go to your Slack App settings. Now Search for the Event Subscriptions and enable the Event by clicking the Toggle button. 

Now you will need to give a Redirected URL here. You will get this redirected URL in the Fluent Support Slack Configuration page. Get the URL from there and paste it here.

Also, here you need to add some Event bots. So click on the Add Bot User Event button.
Now add these two bot events message.channels & message.groups.

After all the changes you have been made, click on the Save Changes. 

Now go to your channel and Copy the member ID.

Paste the member ID in your Fleunt Support Agents profile.
Click on the Edit button of the Agent profile you want to connect with Slack for the reply.

After going to the Edit option you will find a Slack User ID field, now paste your Slack member ID here and click on the Update button. 

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Managing Tickets Using Slack appeared first on Fluent Support.

Fluent Support Discord Settings

To learn how to get Ticket notifications in Discord, follow the steps with screenshots below —

Go to the Global Settings from the Fluent Support Dashboard and select Notification Integrations from the left sidebar to find the Discord option.

You will see the Discord Integration Settings page where you will see that a Webhook URL is needed to get the notifications.

Also, you will get the Notification Events which allow you to choose what kind of notifications you want for your Tickets. Just select the checkbox to enable the notification option.

Once you provide the Webhook URL and set your Notifications Events, do not forget to click on Save Discord Settings.

Get Discord Webhook URL 

To get the Webhook URL, first, you need to create a channel for your notifications.
Or, you can also get the notifications in any existing channel.
Then, go to the channel settings by clicking the settings icon placed on the right side of the channel name.

Now select the Integration from the left sidebar, select the Webhooks, and click on the New Webhook button.

Create a bot here with your relevant name and save it.
Now click on the Copy Webhook URL button to copy the Webhook URL.

Now Paste the Webhook URL in your Fluent Support and click on the Save Discord Settings button.

Ticket Notification View in Discord

In your Discord app, you will see your Ticket Notification like this.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Managing Tickets Using Discord appeared first on Fluent Support.

Fluent Support Twilio Settings

To learn how to manage your Tickets using Twilio (WhatsApp), follow the steps with the screenshots below –

Sign Up On Twilio

First, you’ll need a Twilio account to get started, go to their website and sign up for a free account.
You will also need an Email Address and a verified mobile number to start with their free trial. So make sure to use a number you have access to.

Get The Account SID And Auth Token From Twilio

Once you finish the signup and all Twilio Console configurations, you will get the Account SID and Auth Token for the Twilio account from the Console page. Now, copy this to use it later.

Get The WhatsApp Number from Twilio

Once you’re done copying the Twilio Console information, it’s time to get the WhatsApp number.

Go to Messaging in the left-hand sidebar from the Console, expand the Try it out dropdown, and Select Send a WhatsApp Message. 
After enabling the Sandbox, Twilio provides a WhatsApp Number and a Code.

But, before using this number, you have to set up the WhatsApp Sandbox. To learn how to set up WhatsApp Sandbox, follow the steps with screenshots below –

Setup WhatsApp Sandbox

Now, create a WhatsApp contact with this number and send the provided code from your desired WhatsApp Account.
This will return a notification to your Twilio WhatsApp chat.

Also, a message received notification will appear in the Sandbox.

To begin a business-initiated chat, select one of our pre-approved templates from the Message Template dropdown list just by clicking the Arrow Icon, and after selection click the Send template message button.

You can engage your users in business-related dialogue at this phase. The use of pre-approved templates was needed for business-initiated interactions up to the user’s response.

Now, click the Next step and go to the User-initiated conversation page.

And, this will show as another Message notification in the Sandbox.
But to get the message notification, you should reply to the previously sent template message from your WhatsApp account.

From here, you can also send messages to Twilio WhatsApp chat.
Now, again click the Next step and go to the Wrap-up page.

On this page, you will see that configuring your WhatsApp Sandbox is done.

Configure Whatsapp (Twilio) in Fluent Support

Go to Settings or Global Settings from the Fluent Support Dashboard and select Notification Integrations from the left sidebar to find the Twilio option. Open the Twilio Integration Settings page.

Now fill in all the fields with the necessary information (Account SID, Auth Token, and WhatsApp Number) that you have copied before. You can enable the checkboxes if needed.

Once you are done, do not forget to click the Save Twilio Settings button.

A brief explanation of other options mentioned above –

• Notification Events: Using this option, choose for which instances you want to be notified through Twilio. The available notification events are – Ticket Created, Ticket Closed, Replied by Customer, and Ticket Assigned To Agent.
  
• Enable Twilio Integration: Enable this option, to get the two other options for enabling replies from WhatsApp through agents.
  
• Enable Reply From WhatsApp (Agent can directly reply from Telegram): You can also enable this option so that your support agents can directly reply from WhatsApp. To enable this you need to copy the provided URL and paste it to When a message comes in field under the Sandbox Settings tab in Twilio.
  
• Fallback Agent for reply from WhatsApp message: Using this option, you can select a specific fallback agent from the dropdown list for replies from WhatsApp messages.

Reply Tickets From WhatsApp

To reply to any tickets direcly from WhatsApp, follow the steps with screenshots below –

Go to the Sandbox Settings tab from this page and paste the URL that you have copied before from the Twilio Integration Settings page inside the WHEN A MESSAGE COMES IN field.

Then, copy the WhatsApp Number from the Sandbox Participants.

Now, again go back to Settings from Fluent Support Dashboard and open the Support Staff settings option from the left sidebar. Click the Pencil Icon of your desired agent you want to give access to reply.

Scroll down to Twilio Integration and paste the WhatsApp Number you copied before. Then, hit the Update button.

Make sure to include the Country Code when adding this number. Now you can receive ticket notifications on the Twilio chat in WhatsApp and submit responses by replying to the ticket notifications.

Note: To reply to any specific tickets directly from WhatsApp chat, you’ll have to type in ##Ticket number## before the message. For example, to reply to ticket no. 33 you have to type ##33## and then type your response.

If you have any further questions, concerns, or suggestions, please do not hesitate to contact our @support team. Thank you.

The post Managing Tickets Using WhatsApp appeared first on Fluent Support.