Update April 2022

Now your clients can write to a personal telegram account by phone number or nickname. Previously, integration only supported telegram bot.

The messenger fully works from the Bridle interface, so you can:
— receive incoming messages to your personal account;
— write to the client first;
— share audio files, videos and images;

Integration works through a third-party service, it is paid. To connect it, write to support@usedesk.com. Read more about connecting and configuring integration in the instructions.

Sometimes it is not enough to write a message in Telegram, so we use the "Reply" function. So the interlocutor understands which message we are referring to. Now Usedesk displays answers with this link. This is how the new function looks in the chat interface:

Previously, Usedesk did not "pull up" the original message to the client's response, so confusion could arise in long correspondence. The dialogue with the client in Usedesk approached the usual communication in Telegram. The more interfaces repeat each other's functions, the more convenient it is to use them.

If you click on the original message, UseDesk scrolls through the conversation history to it 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.

Usedesk now has the ability to initiate a chat with a client in the SDK. To do this, click on the "Create Chat" button in the "Chat" section of the side menu, then select the "SDK" channel and the desired client, and then click on "Create":

Previously, it was not possible to be the first to write to the client. Let's say he made an order in the application where the Usedesk SDK is embedded. If a company needs to clarify information, it will not be possible to write first. But that's in the past.

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 immediately see the buttons as customers see them. You don't need to test the appearance in the widget.

In addition to buttons, you can send forms to the widget's chat:

The forms will help automate correspondence and get additional client data: e-mail, phone, name, position and any information in text form. Let's say a client needs to write down their name and phone number. After filling in, the information will automatically be pulled into Usedesk in the client card. Therefore, you do not need to refill the forms manually.