Create New Rule
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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.
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'.
Component Explanation:
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.
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.
When team members are successfully added, it will appear on available teams. You can configure priority and max assignment tickets handled by an agent.
Component Explanation:
Priority
To decide who will get a ticket first in the channel.
Max Assignment
The amount tickets assigned or handled for each user.
