Question

How to determine the client's company when working through group Telegram chats?

Answer

If support is organized through a large number of client groups, it is recommended to use a single Telegram bot that determines the company through the user's profile in Swarmica.

Telegram transmits a technical group identifier — chat ID. The human-readable group name cannot be used in Swarmica as a reliable source for automatically determining the company. The name itself, for example 'Company — support', does not provide such binding.

On the first contact, you can ask the user to specify the company or determine it using automation, then link the user's profile to the corresponding company. This can be done automatically, semi-automatically, or manually by the support staff. Subsequent requests are processed taking into account the established connection.

For example, automation can request the company from the client on the first message. The received response is used to identify the company and link the user's profile. Specific logic depends on the client process and data structure.

Technically, it is possible to create a separate bot for each company and use the name of the connected channel to identify the client. For dozens or hundreds of groups, this approach is not recommended: a large number of bots and tokens complicates connection, maintenance, and monitoring their status. It should only be considered for specific individual scenarios.

If one Telegram user represents several companies, a permanent 'User — Company' link may not be sufficient. For such a process, you need to separately define the rules for identifying the company and test the scenario before launching the integration.