Automatically forward specific messages received in a Telegram bot to a Zoom queue

Contact Center
1

Hi Team,
We’re working on integrating Telegram with Zoom Contact Center. Our goal is to automatically forward specific messages received in a Telegram bot to a Zoom queue, allowing our agents to respond from within the Zoom environment.

Since Zoom doesn’t natively support Telegram as a channel, we’re exploring a workaround via API. Is there an official or recommended API to:

  • Push a message from Telegram (via webhook or bot) directly into a Zoom Contact Center Queue?

  • Create a chat session in Zoom Contact Center based on external message data?

Any guidance or API references for this use case would be greatly appreciated.
Thanks!

2

Hi @Srinath ,

Thanks for your question! I will do some research on what a workaround for this is and get back to you with some options.

3

Hi @Srinath ,

For the first part of your question, this is not possible at the time.

For the second part, you should be able to customize the flow of a chat session (ex; agent routing) via a flow editor where you use the ‘collect user input’ widget to adjust how the customer is directed based on the input.

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