Setting up the Telegram for Zoom CX

Zoom Contact Center supports Telegram direct messages as a messaging channel to allow brands to connect directly with customers who reach out on Telegram. To enable this, admins can link Telegram accounts, set up messaging flows, and organize queues so conversations are routed smoothly and efficiently. Once set up, agents and supervisors can send and receive messages directly within ZCC, share images from the asset library, view media sent by customers, and transfer conversations when needed. In addition, supervisors and managers can monitor active Telegram chats and step in to assist or guide agents in real time, providing better customer experience.

Requirements for enabling Telegram messaging channel in Zoom Contact Center

Table of Contents

Limitations for using the Telegram messaging channel

The following limitations apply when using the Telegram messaging channel in Zoom Contact Center:

File size limit

Message types

Message length

Notes

How to set up Telegram channel in the Telegram app

  1. Open your Telegram app.
  2. Search for BotFather.
  3. Start a chat with BotFather, then enter the /newbot command to create a new bot.
  4. Follow the prompts to provide a name and a unique username for the bot.
    Once the setup is complete, BotFather will generate and provide the bot token.
  5. (Optional) Use the /revoke command to invalidate the current token and generate a new one, or the /token command to view the bot’s token.
  6. (Optional) Add a description or profile picture for the bot, or enter /help to see the full list of available commands.

How to set up Telegram channel in Zoom

Set up the integration in Zoom App Marketplace and Zoom Contact Center

  1. Sign in to Zoom App Marketplace.
  2. In the search bar, look for Telegram for Zoom CX.
  3. Click Add.
  4. On the authorization page, provide the following details:
  5. Click Submit.

Create a Zoom Contact Center Telegram channel flow

  1. Sign in to the Zoom web portal.
  2. In the left navigation, click Contact Center Management, then Flows.
  3. Click Add Flow.
  4. Under Channel/Source, select Messaging then Telegram.
  5. Enter a display name for the flow.
  6. Click Add.
    The flow editor will open.
  7. In the left panel, drag and drop the Route to widget.
  8. Select Queue then select a messaging queue to route to.
  9. Configure entry point for the channel.
    Once done, the chatbot is now connected.

How to add another Telegram connection

  1. Sign in to Zoom App Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. Search Telegram for Zoom CX.
  5. Expand the Connections section.
  6. Click Add Connection to create a new one.

How to uninstall Telegram for Zoom CX connection

  1. Sign in to Zoom App Marketplace.
  2. In the top-right corner, click Manage.
  3. In the left menu, click Added apps.
  4. To the right of the Telegram for Zoom CX connection, click the ellipsis icon then Delete.

How your data is used

Zoom's Telegram for Zoom CX marketplace app allows Zoom Communications Inc. to access your Telegram bot app and will send/receive messages to/from your end consumer. By adding this connection, you agree to Zoom Terms of Service. Zoom will retain your chat message data for the duration of time configured in your Privacy and Data Retention settings for Zoom Contact Center