Create New Rule

This section describes how to run the telegram bot channel and how the customer message can be received as an incoming ticket to the Inbox tab agent by doing the following steps:

To create a new rule channel, go to the Customer Service menu and click the Rule Management menu, then you will see the Rule Management page, on the top right section click the '+ New Rule' button, as shown below.

New Rule

You will see a pop-up to add a new rule channel. Select the channel by clicking the 'Add Channel' icon (), and then you will be asked to enter the rule name and max assignment ticket on the channel. Then, click 'Save'.

Add New Rule

Component Explanation:

Name	Description
Rule Name	The name of the channel rule to create.
Max Assignment	The amount tickets are assigned to the channel rule.

When Telegram bot channel rule has been added, you will see the rule in the list of rule management as shown in the image below.

New Rule Added

Add team members to the rule by clicking the 'Add' icon after the rule channel is successfully created to receive an incoming message from Telegram bot.

Add Team Member

When team members are successfully added, it will appear on available teams. You can configure priority and max assignment tickets handled by an agent.

Remember to select the 'Rule Out Of Sync' button to activate your latest recent telegram bot channel rule updates.

Team Member Added

Component Explanation:

Name	Description
Priority	To decide who will get a ticket first in the channel.
Max Assignment	The amount tickets assigned or handled for each user.