GoHighLevel meets Telegram

Introduction

Gohighlevel (GHL) agencies and their sub-accounts use SMS, email, and possibly WhatsApp to communicate with their contacts and leads.

GHL apps can include other conversation providers. This article discuss the implementation of a Telegram channel use alongside the other available channels.

@‌TgHL

The above is the demo Telegram bot. It provides services like any other bots and these are made available by the bot owner. For example on this demo bot it has :

Updated Aug 13, 2024 This commands has been temporarily in favour of a new conversation provider in the same app for connection to an OpenAI Assistant.

• /assistant will start a new threaded conversation with OpenAI Assistant
• /ask will send your message to OpenAI Assistant
• /disconnect will destroy the existing thread

Additionally via the /start or /deta commands, you Telegram ID is published as part of the introductory announcement.

Gohighlevel

In order for any agent (human) to connect with you via @‌TgHL you Telegram ID need to be registered in the CRM system. The current implementation assumes that the Telegram user is a registered contact. By way of a reply to invitation email, the Telegram ID (and also a preferred nickname) will be recorded in the CRM system.

Once this is completed, the agents (human) will be able to converse with the contact via Telegram on @‌TgHL

Implementation

A summary is provided here for your information. More details will be made available once they are available.

• sub-account admin will have to create a token for use with the app
• the sub-account will have to create a bot using BotFather
• an instance of the bot micro need to be deployed
  • create and test an OpenAI Assistant if this feature and any other additional capabilities need to be added to the bot micro
  • an instance of another micro to update timestamp is needed on the outbound message instead of “pending”. Based on documentation, this is due to the deep integration with Twilio. However, a simple has been found.
• create custom fields in CRM for Telegram ID (mandatory) and Telegram User Name

All of the above, however, cannot be automated and therefore a period for setup and testing should be include in the project plan.

OpenAI Assistant

Updated: Aug 13, 2024 By adding another conversation provider to the existing app, an OpenAI Assistant can be deployed that works with Telegram bot. This allows the app to provide the following:

• Auto Reply

  • when autoreply is enabled, it provides 'unattended' customer service for any inbound messages including SMS, email, WhatsApp, Telegram, ...etc on the chat with @TgHL
  • when autoreply is turned off for a conversation, the user converse with contact via any of the existing channels
  • use /autoreply_on or /autoreply_off to manage the mode of communication for any conversation

• AI support

  • answer inbound messages from any existing channels with Auto Reply. This uses the Assistant file search with the uploaded files in Assistant
  • with instructions, contacts can make appointment or agree to callback
  • user has full access to the OpenAI Assistant. Some example of usage included:
    • create a summary of the conversation and file as a note
    • get help to analyse conversation and suggest an appropriate response based on history of past conversations eg SMS, email, WhatsApp, Telegram, ..etc
    • enable/disable Auto Reply
    • ... much more depending on the OpenAI Assistant that is attached to this conversation provider