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Customer Support

Customer Support Bot That Hands Chats to a Live Agent

The bot asks for the topic, order number and what happened, sets a priority and hands the chat to an agent in the Helpdesk with a ready card — no follow-up questions. Agents can reply from a Telegram group or right from the dashboard.

In short

The “Support Ticket Desk with Live Agent” template is a ready-made Telegram bot flow in Forgebot that takes in a request before an agent joins: it asks for the topic, order number and what happened, sets a priority (payment and returns are high) and hands the chat to the Helpdesk with a ready card. Agents reply from a Telegram group or from the dashboard.

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The Task

Who It's For and What It Solves

For online stores, service businesses and SaaS teams whose agents spend the first minutes of every chat asking questions. The bot collects everything in advance and adds the “Contacted Support” tag, so the agent sees the topic, priority, order number and issue description right away.

Who it's for
Online store, service business, SaaS
Level
Medium — Texts plus one connection: team chat, channel or AI key. About 10–15 minutes.
What to connect
Needs: support chat
How it starts
The /start command. After the handover the bot stays quiet and doesn't interrupt the agent.
Blocks in the flow
11
Dialogue

How the Bot Talks to a Customer

The bot's messages are taken from the template as is. Highlighted parts are filled in by the bot: your details from Bot Fields or the customer's answers.

  1. Bot

    👋 Hi! This is company name support. What can we help with?

    • 📦 Order
    • 💳 Payment
    • ↩️ Return
    • ❓ Other
  2. Customer

    ↩️ Return

  3. Bot

    Your order number? If you don’t have one, type “none”.

  4. Customer

    10452

  5. Bot

    Describe what happened in one message — the agent will answer faster.

  6. Customer

    Wrong size arrived, I want to return it.

  7. Bot

    ✅ Your request is in (topic: return). Passing you to an agent — they will reply right here in this chat.

  8. Arrives in the team chat

    🎫 Ticket · topic: return · priority: high Order: 10452 Issue: Wrong size arrived, I want to return it.

The Flow

How the Flow Works, Step by Step

  1. Topic: order, payment, return or other.
  2. Order number.
  3. What happened — in one message.
  4. Priority by topic: payment and returns are high.
  5. The “Contacted Support” tag.
  6. The chat goes to an agent in the Helpdesk with a card: topic, priority, number, description.
Setup

What to Adjust for Your Business

  • Connect an operator channel in Chats: a Telegram group or the web inbox — without a channel the scenario won’t publish.
  • Put your company name into the bot fields.
  • Change the topics and priorities to fit your business (buttons and “Set Variable” blocks).
  • The scenario starts with /start: after the handover the bot stays quiet and doesn’t interrupt the agent; the menu comes back with /start.

Recommendations

  • We recommend matching the topics and priorities to your real requests, because the priority is set by the chosen topic.

What the Template Doesn't Do

  • Without a connected operator channel (a Telegram group or the web inbox in the Chats section), the flow won't publish.
Blocks

Which Blocks It's Built From

Click a block to open its description in the builder reference.

Message

The bot sends a text message. For example: Hi! How can we help?

Buttons

A message with buttons to choose from — each button leads down its own path. For example: Menu, Opening hours, Call a manager.

Ask

The bot asks a question and remembers what the person answers. For example, it asks for a name or a delivery address.

Save value

Saves a value to use later. For example, store the chosen city and then insert it into messages.

Call operator

Hands the conversation over to a live operator. For example, when a customer asks for a human, the bot brings in a manager.

Tag

Adds or removes labels on the customer. For example, mark bought or interested in delivery, then use labels to build a mailing.
FAQ

Frequently Asked Questions

Where does the agent reply to the customer?

In the Helpdesk: from the connected Telegram group or from the dashboard. The customer sees the reply in the same chat with the bot.

How does the bot set the priority?

By topic: “Payment” and “Return” are high, “Order” and “Other” are normal. You change topics and priorities in the buttons and “Set Variable” blocks.

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See also

Live chatReal-time subscriber chat with operator handover.Subscriber analyticsGrowth, activity and retention metrics per bot.Bot Templates18 ready-made flows: bookings, orders, a shop, leads, support.
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