Integration ConfigurationWhen Bright Pattern Contact Center is integrated with Telegram, your Bright Pattern Agent Desktop environment is equipped to handle customer-initiated interactions from the Telegram app on a customer’s mobile phone, tablet, or computer. Incoming chat interactions are routed to the integrated Agent Desktop environment, where agents have direct access to the phone, live chat, email, SMS text, various other mobile messenger apps, customer and agent records, interaction details, and more.Integration configuration involves linking your business’s Telegram bot to your Bright Pattern Contact Center tenant.To configure Telegram integration, you will need system access to* Your business’s Telegram bot* Your tenant’s Contact Center Administrator applicationThe Telegram application contains the settings for your bot, webhook, and access token. Your Telegram account username is what is used as your organization’s identity. Messaging events for your Telegram account are sent securely to your webhook. Contact Center Administrator is where you add the Telegram integration account to your Bright Pattern tenant.Telegram bots are third-party applications that run inside Telegram. They interact with users, performing complex tasks such as sending notifications, integrating with tools, social networking, and much more. As with all other Telegram bots, yours will be called a username with “bot” at the end of it (e.g., “brightpattern_bot”). You will use your bot to chat with users on Telegram. Refer to Telegram’s instructions for [https://core.telegram.org/bots#6-botfather creating a new bot], which are summarized as follows:BotFather will provide information regarding your bot, including its URL, access token, and links to help pages.Type the command /mybots to edit your new bot. The menu that appears will include the following options to edit:* API Token* Bot Settings* Delete Bot* Edit Bot* Payments[[File:NewbotAPI.png|450px|thumbnail|center|Edit bot options]]Click the Edit Bot button to update your bot profile. Your bot is your business’s main point of contact on Telegram. You should complete the following sections of your profile, so that other users will know who your bot is, what it does, and generally what your brand is about.* '''Edit Name''' - The display name of your bot* '''Edit About''' - The text shown on the bot's profile page, which will be sent together with a link to your bot when users share it with someone* '''Edit Commands''' - The commands for your bot, given in list format* '''Edit Description''' - The description of what the bot can do* '''Edit Userpic''' - The photo that appears on the bot’s profile, which is seen by any user who visits the profile or chats with the bot.[[File:New-Bot-Profile.png|450px|thumbnail|center|New bot profile]]# Select the entire token and copy it.[[File:API-Token.png|450px|thumbnail|center|Get the API token]]# Log in as Admin to the Contact Center Administrator application.# Navigate to'' Configuration > Integration Accounts''.# Click the '''Add +''' button to add a new account.# In the ''Create integration account'' window that appears, select '''Messenger''' and click '''OK'''.Using the credentials for your Telegram App, enter values for the following screen properties. (If you do not know your credentials, ask your system administrator.)* '''Bot Username''' - The exact username of your Telegram bot* '''Type''' - For this integration account, select Telegram as the type of integration.* '''Token''' - The API token for your Telegram bot* '''Set Webhook''' - Click this button to confirm that Telegram is the real server, which is needed for Telegram to send you a message from the customer. Note that you must get the token/webhook from Telegram; you cannot generate one here.* '''Test Connection''' - This button tests the credentials and confirms whether the connection is valid.Click '''Apply''' to save your changes.[[File:Telegram-Integration-Account.png|450px|thumbnail|center|Telegram integration account]]Your integration account is now configured for Telegram. Next, you will tailor your chat scenario to handle chat interactions, as well as do a real test of your connection by responding to chat interactions from within the Agent Desktop application.