Automate Telegram support handover from AI to humans with GPT4 and email alerts

How it Works

This is a Telegram AI-to-Human Handover System that seamlessly transitions customer support conversations between an AI agent and human operators:

1. AI-First Response: When users message the Telegram bot, an AI agent handles the conversation initially, using memory to maintain context across messages.

2. Smart Handover Detection: The AI recognizes when users request human assistance and triggers a two-step confirmation process (user approval, then operator availability check).

3. Topic-Based Routing: Once confirmed, the system creates a dedicated Telegram Forum topic named after the user's ID, where operators can respond. Messages are automatically forwarded between the user's private chat and the operator's topic.

4. Session Management: A data table tracks conversation states ('ai', 'human', 'open', 'closed'), ensuring messages route correctly and maintaining conversation history.

5. Clean Closure: Operators type "exit" in the topic to close conversations, updating the database and closing the forum topic.

Set-up Steps

Estimated Time: 30-45 minutes (first-time setup)

You'll need to:

• Create and configure a Telegram bot via BotFather
• Set up a Telegram group with Topics enabled and add your bot as admin
• Configure SMTP credentials (Gmail app password recommended)
• Create an n8n Data Table with specific columns (type, status, topic, user)
• Add your bot token to multiple HTTP Request nodes
• Set up AI model credentials (OpenRouter or Azure OpenAI)
• Fill in the Configuration node with your IDs and email addresses
• Test the flow using the included Personal Trigger to capture your group/user IDs

Note: The template includes detailed video guides (1-minute overview and 10-minute setup walkthrough) plus extensive documentation in sticky notes covering every node and credential setup.