Can I use AI agents to respond to Telegram messages?

Question

I need to link my AI agents to the ticket channel so they reply to tickets created from client messages through Telegram. My AI agent does not react to those customer tickets.

Can I make my AI agent reply to messages I receive through Telegram?

Answer

No, there isn't a built-in Telegram integration in Zendesk. Any connection between Telegram and Zendesk, and any AI agent replies, rely on third-party Marketplace apps, such as Telegramer or Oapps.

These apps bring Telegram messages into Zendesk as tickets, but AI agent replies depend on how the app routes messages. This is a limitation of the Telegram app itself. Zendesk does not control the code quality, support the app, or troubleshoot third-party apps.

To fix this issue, verify the app documentation or contact the app provider for troubleshooting steps. Zendesk does not control how these third-party apps handle AI agent replies.

To verify which app is installed on your account, see Manage your installed apps.

Disclaimer: This article provides instructions only. Zendesk does not support third-party apps. If an app exists, contact the app developer at the support email address under App details in the App Marketplace. You can also search for a solution online.