86 lines
2.8 KiB
Markdown
86 lines
2.8 KiB
Markdown
# tgsupportbot
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A Telegram support bot that forwards messages from users to a group chat, allowing a support team to respond privately.
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## How it works
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Users message the bot directly. The bot forwards each message to a configured support group (optionally into a specific topic thread). Support staff reply in the group by replying to the forwarded message; the bot delivers the reply back to the user.
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If a message goes unanswered, the bot sends a reminder to the group every 6 hours until the conversation is marked finished.
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## Setup
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### Docker (recommended)
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```sh
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docker build -t tgsupportbot .
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docker run -d \
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-v /path/to/config.yaml:/config.yaml \
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-v /path/to/data:/data \
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tgsupportbot
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```
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Set `database: "/data/instance.db"` in your config so the database persists outside the container.
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### Manual
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**Requirements:** Python 3, pip
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```sh
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pip install -r requirements.txt
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```
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Copy `config.yaml.example` to `config.yaml` and fill in the values (see [Configuration](#configuration) below).
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Create a bot via [@BotFather](https://t.me/BotFather), add it to your support group, and give it permission to read and send messages.
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```sh
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python -m supportbot -c config.yaml
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```
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## Configuration
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```yaml
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# Telegram bot token from @BotFather
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bot_token: "BOT_TOKEN_HERE"
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# Path to the database file
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database: "./instance.db"
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# ID of the support group where messages are forwarded
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target_group: -12345678
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# Optional: topic thread ID to use within the group
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message_thread_id: 1
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# Message shown to users on /start (HTML)
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welcome_text: |
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<b>Welcome</b>. Please describe your issue.
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# Message shown after a user sends a message (HTML)
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reply_text: |
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Thanks, we'll get back to you shortly.
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# Optional: link template shown in the group alongside user info.
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# %d is replaced with the user's Telegram ID.
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integration_fmt: "https://example.com/users/%d"
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# Optional: how often to send reminders for unanswered messages, in minutes (default: 360)
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reminder_interval_minutes: 360
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```
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## Group commands
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All commands are issued in the support group by replying to a forwarded message.
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| Command | Description |
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| ------------ | ---------------------------------------------------- |
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| `/status` | Show the user's info, reply status, and ban state |
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| `/ban` | Ban the user permanently |
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| `/ban 7d` | Ban the user for a duration (`s`, `m`, `h`, `d`, `w`) |
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| `/unban` | Unban the user |
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| `/finished` | Mark the conversation as resolved and stop reminders |
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## Reminders
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When a user sends a message, the bot starts a reminder timer. If `/finished` has not been used before the interval elapses, a reminder is posted to the group. Reminders repeat at the same interval until `/finished` is used. The timer resets if the user sends another message.
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