Automated Human Handoff for Customer Support via Telegram

This n8n workflow automates a sophisticated customer support escalation process using Telegram messages, Redis for session management, and language models for data extraction and conversation handling. The workflow enables seamless transitions between bot and human agents, ensuring personalized and efficient customer interactions.

The process begins with a Telegram trigger listening for user messages. Depending on the conversation state, it directs the interaction toward onboarding, information gathering, or support. Redis stores session states and chat histories, which allows the system to switch contexts dynamically.

The onboarding phase prompts users to provide their details, which are extracted using an AI-powered information extractor. When the conditions for escalation are met—such as missing data—the workflow switches the interaction to a human agent, captured through a dedicated subworkflow. The human agent can input updates, which are then stored into the memory for future reference. When the support is complete, the system can revert the interaction to the bot, providing users with automated responses or further assistance.

This workflow is particularly useful for businesses seeking to maintain a high level of customer service by integrating automated conversation flows with manual agent intervention, ensuring smooth transitions and contextual continuity throughout the customer journey.