General updates


Integration of a personal telegram account

We have made a new integration — now your customers can write not only to the telegram bot, but also to their personal telegram account by phone number or nickname.

With the help of integration, you can process incoming messages and initiate dialogues with customers. In Usedesk, chatting with clients is as easy as in Telegram itself — especially in the chat interface.

Usedesk supports audio from Telegram, and of course images and videos. You can listen or watch them directly in the interface without downloading.

Integration works through a third-party service, it is paid. To connect it, write to us at support@usedesk.ru. Read more about connecting and configuring integration in the new article at the link.

Possibility to initiate a dialogue in SDK

Usedesk now has the possibility to initiate a chat with a client in the SDK. Previously, it was impossible to write first — you had to wait for the client to send a message. This is inconvenient, because the client can forget about the need to write. As a result, you waste time and solve issues not as quickly as you could.

Now, if you have the client's data, you can quickly write to him yourself. It's very simple - to initiate a dialogue with a client, you need to click on the «Create a chat» button in the «Chat» section of the side menu, then select the «SDK» channel and the desired client, and then click on «Create»:


Telegram. Display a response to a message

Usedesk began to support the display of replies to messages in Telegram. If a customer has replied to your message using the «Reply» feature, Usedesk will show which message the customer has replied to.

Previously, Usedesk did not pull up the original message to the client's response, and it was not always immediately clear what the person was talking about. Correspondence with a client in Usedesk has become as close as possible to regular communication in Telegram. Agree, the more interfaces repeat each other's functions, the more convenient it is to use them? :)

This is how the update looks in the chat interface:

And this is the ticket interface:

If you click on the message that the client replied to, Usedesk scrolls the message history up, shows the message in full and highlights it. Very handy if a lot of time has passed between your message and the customer's response and you need to get back in context. Or when the correspondence just dragged on ;)


Displaying widget buttons in the Usedesk interface

Now the widget buttons are displayed in the Usedesk interface in the same way as in the widget itself:

Previously, buttons were displayed as text code:

Now agents can immediately see the buttons as customers see them. You don't longer need to test them in the widget to see if you like the look of the buttons you can check them right in UseDesk. And it is much more convenient to communicate with customers, seeing the same thing as them!


Sending Forms to the Chat Widget

Thanks to the update to the chat widget, in addition to buttons, you can also send forms:

Using the forms in the widget's chat, you can request additional data from the client: e-mail, phone, name, position, or any information in text form.

Forms help to automate part of the correspondence and receive input before the support agent takes over the dialogue. The data provided by the client will be automatically uploaded to Usedesk, and agents will not need to fill in anything manually, which means they will have more time to resolve important issues!

The form code can be added to almost any outgoing message — it can be inserted in rules, in the usual agent response, templates, using the API. You can send a form to the client from several fields or from one.

To learn how to create a form, read the new article at the link.