Mail Integration Enhancement and Telegram Integration

Release Notes: Mail Integration Enhancement and Telegram Integration

Mail Integration Enhancement We’re thrilled to announce the new Mail Integration feature in the K-LINK dashboard, crafted to streamline email management for customer support agents. This update includes:

• Mail Snippets: Create and utilize mail snippets for faster, more efficient email responses.

• Enhanced Inbox Management: Organize emails effectively with dedicated folders, including Inbox, Sent, Draft, and more.

• Email Scheduling: Schedule emails to be sent at a later date directly from the dashboard.

• Draft Management: Automatically save drafts during interruptions and manually save them for later completion.

• Contact Management: Easily add new contacts from email participants and manage existing ones.

Telegram Integration We are excited to introduce Telegram Integration, enabling enhanced communication and support capabilities:

• Telegram Channel Integration: Integrate Telegram as a communication channel to provide customer support and track analytics.

• Connection Process: Follow step-by-step instructions to connect Telegram, including input for an access token and display name.

• Management Features: Options to disconnect, rename, or delete the connected Telegram channel as needed.

• Inbox Module Integration: View and respond to incoming Telegram messages directly within the K-LINK dashboard.

• CX Log Creation: Automatic creation and updating of CX logs for all incoming Telegram messages.

• Analytics Dashboard: Access metrics such as new and existing customers, closed and open rooms, response times, and message dispositions for the Telegram channel.

Available Inbound Message Types:

• Text

• Emoji

• Sticker

• GIF

• Audio (mic)

• Single Image (multiple images will appear as a single image)

• Single Video (multiple videos will appear as a single video)

• Single File (multiple files will appear as a single file)

Available Outbound Message Types:

• Text

• Image

• Video

• Audio

• File

Limitations:

• Profile pictures in the Telegram channel are not visible in K-LINK due to Telegram's limitations.

• Currently, there is no option to revoke an existing key for a new one.

• Outbound audio files are not supported at this time. If you need to revoke the current Telegram key, please disconnect and delete the existing Telegram channel first, as we do not support key revocation.

These enhancements significantly improve our ability to manage and analyze customer interactions across both email and Telegram, ensuring a more efficient support experience.