This workflow powers Nyce Footwears’ AI customer support on Telegram. It instantly captures messages, generates smart replies, escalates critical issues to Slack, and logs all interactions in Google Sheets.

Problem Statement

Nyce Footwears receives numerous customer messages on Telegram daily. Responding manually leads to delays, inconsistent replies, and missed escalations for urgent issues like refunds or complaints. There’s also no centralised system to log and track these interactions for reporting or future reference.

Solution Overview

This workflow automates customer support interactions on Telegram for Nyce Footwears, ensuring that every user message is:

• Captured instantly via Telegram.
• Processed by an AI assistant to generate context-aware, polite, and concise replies.
• Escalated automatically to the support team for critical messages containing keywords like 'refund', 'urgent', 'help', or 'complaint'.
• Logged in Google Sheets for record-keeping and reporting.
• Notified to the customer-support Slack channel for escalated cases.

By implementing this workflow, Nyce Footwears ensures fast, consistent, and professional customer support. Users receive immediate responses from the AI, while escalations are handled efficiently by human agents. Logging all interactions guarantees a centralised record for auditing and AI context reference.

Tools Used

• Telegram
• OpenAI / OpenRouter API
• Slack