It\u0027s nice that Paldesk consolidates all your communication channels into one dashboard, but I\u0027m wondering how this works logistically. Is each channel a standalone channel within the dashboard, or do they all funnel into a common channel per customer?\u000a\u000aFor example, suppose a customer contacts you initially via the chat widget. He enters his name and email and starts chatting with you, but then he gets distracted and loses the browser window or navigates to another website. Not knowing that he\u0027s left, you reply back to him. Is Paldesk smart enough to know that the customer didn\u0027t receive your last message and automatically forward the message to him via email? If so and he later replies via email, does the reply go into the same ticket, continuing the conversation seamlessly, or does it create a separate ticket for the email? Suppose he later contacts you via Telegram or Facebook. Will each of these contacts create separate tickets for those channels, or will all the conversation continue in the same ticket, regardless of the channel? The beauty of apps like Crisp and Intercom is how they maintain the same conversation with the same customer across multiple channels, so I\u0027m wondering if Paldesk works like this.\u000a\u000aA couple more questions...\u000a\u000aDo you plan to integrate with Twilio to provide an SMS channel?\u000a\u000aFinally, would you consider creating a Telegram bot interface that would allow our support agents to use Telegram as a chat client instead of your mobile app? Live Helper Chat does this really well. Their Telegram bot is able to manage multiple conversations with multiple customers, send and receive images, etc... It duplicates most of the functionality of a dedicated live support client within Telegram. The benefit is you don\u0027t have to install yet another chat app on your phone and you can use Telegram\u0027s infrastructure, which is way faster and more reliable than anything a small startup could build out. I\u0027ve tried dozens of live support apps and almost always been disappointed by the performance of their mobile apps, in terms of lag and reliability. Even an industry leader like Crisp has suffered from this issue. I was one of their first customers and in the beginning it was great. But as they grew, they were unable to scale their infrastructure fast enough to keep up with the chat volume and their apps became slower and slower until eventually I had to find another solution.

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Ivan_Paldesk · Answer

Hi!\u000a\u000aYou can handle all your customer requests, regardless the incoming channel, from single dashboard. For every conversation you\u0027ll see what was incoming channel but they are all in one agent view. All requests comming from the same customer are threaded into one thread (if there is a way to know that this is the same customer).\u000a\u000aIf the customer leaves your site, you will now (there is online status indicator). But even if agent doesn\u0027t realize that the customer left the chat he can still reply back and customer will get that message when he returns back. We do not send automatic email responses (if the customer is offline) because we experienced that customer often comes back (or he is browsing, going on and off etc.). Agent can send email to customer (if there is customer email address). If customer reply to that email that response goes into the same ticket and the conversation can continue. If customer later uses Facebook or Telegram, if his Facebook/Telegram accounts are connected to that Paldesk customer (e.g. via same email, or manually merged contacts) then all those messages will got streight to the old conversation (same ticket) until that conversation is closed (by agent, manually).\u000a\u000aWe have SMS as both inbound and outbound channel in our roadmap.\u000a\u000aI totally understand that you don\u0027t want another mobile app, that\u0027s why we integrated Slack \u002D you can recieve your customer questions in Slack channel and you (and the rest of the team) can answer to questions from Slack directly!\u000a\u000aHope I answered your question :)

Ivan_Paldesk · Answer

Hi!\u000aThank you for your reply.\u000a\u000aRegarding automatic emails, since we had that already, we\u0027ll reconsider making this as an team option (whether you prefer to send emails to offline clients or not).\u000a\u000aTelegram client wasn\u0027t in our roadmap, but if there will be interest for this we\u0027ll make it for sure.\u000a\u000aIvan

Ivan_Paldesk · Answer

Hi PrescienTrader!\u000aThank you for you purchase, Telegram client has be added to our list, and we already started working on automatic email notifications. It will be optional so our customers could choose whether they want to send automatic email notifications or not.\u000aWe\u0027ll let you know as soon as we deploy that :)\u000a\u000aIvan

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