To provide support in group chats, add a bot connected to Deskie as a member of the group.
Channel instructions:
Telegram (connecting a bot and group communication setting);
Skype (connecting a bot and group communication setting);
Slack (a separate setting for group communication is not required).
1) When group chat members of Skype and Slack channels need help from the support team, they need to mention the bot through "@". If you simply write a message in a Skype or Slack channel group chat, it won't go to Deskie.
When connecting a Telegram bot, it is possible to choose whether to accept only messages mentioning the bot from the group chat or all of them.
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 and Slack also allow you to get the name of a group chat, which is displayed in the subject line when creating a new chat.
2) 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. Skype, 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.
Instant messengers' specifications.
3) In Skype, you cannot add a comment to the file being sent, so sending something to the bot (to Deskie) will not work. That is, a file sent to a group chat will be received by all participants, except for the bot.
4) In Telegram, comments to the sending file can only be added from the desktop application using Drag&Drop. When sending an attachment from a mobile application, you cannot add a comment and mention the bot, so you can only receive such a file if you have not ticked the checkbox "From a group chat, receive only messages containing a bot mention" in the Telegram bot settings in Deskie.