Automate Telegram Customer Service Workflow

This workflow is ideal for:

• Customer Support Teams: who handle refund and complaint requests via Telegram.
• Business Owners: looking to automate customer interactions and improve response times.
• Developers: seeking to integrate Telegram with project management tools like Monday.com and customer support platforms like Freshdesk.
• Automation Enthusiasts: who want to streamline communication processes without manual intervention.

This workflow addresses the challenge of efficiently managing customer refund and complaint requests received through Telegram. It automates the following:

• Immediate Acknowledgment: Sends a confirmation message to the customer upon receiving their request.
• Task Creation: Automatically creates items in Monday.com for tracking refund and complaint requests.
• Support Ticket Generation: Generates support tickets in Freshdesk, categorizing them as 'refund' or 'complaint' based on the content of the message, ensuring that the team can prioritize and respond effectively.

1. Trigger: The workflow starts when a message is received on Telegram.
2. Condition Check: An IF node evaluates whether the message contains the keyword 'refund'.
   • If true:
     • A Freshdesk ticket is created with the tag 'refund'.
     • A confirmation message is sent back to the user acknowledging their refund request.
   • If false:
     • A Freshdesk ticket is created with the tag 'complaint'.
     • A different confirmation message is sent back to the user acknowledging their complaint.
3. Task Management: In both cases, a new item is created in Monday.com to track the request, ensuring it is visible to the support team.