Workflow overview
Why this workflow matters
Relevant for managed services and support workflows. Supports knowledge capture and document intelligence use cases.
Telegram E-Commerce Customer Support Bot with AI Agent & Google Sheets An AI-powered Telegram bot that automates customer support for e-commerce stores — handling order tracking, order cancellations, and support ticket creation, all without human intervention. Built with a Gemini AI Agent + Simple Memory, the bot understands natural language, remembers the conversation context per user, and reads/writes directly to your Google Sheets — no database or backend required. How It Works A customer messages the Telegram bot or taps a menu button The AI Agent (powered by Google Gemini) reads the message and decides what to do Simple Memory** keeps track of the full conversation per user, so the bot never forgets context mid-flow The agent calls one of three Google Sheets tools depending on intent: Read Orders Sheet — looks up order details by Order ID or email Update Order Status — sets an order's status to Cancelled after confirmation Create Support Ticket — appends a new ticket row to the support sheet with auto-categorisation The response is sent back to the user via Telegram How to Use Step 1 — Create a Telegram Bot Open @BotFather on Telegram, run /newbot, and copy your bot token. Add it as a Telegram credential in AlekSystem. Step 2 — Set Up Google Sheets Create a Google Spreadsheet with two sheets (tabs): Sheet 1 — Sheet1 (Orders): | order_id | customer_name | email | product | Status | date | Sheet 2 — Sheet1 (Support Tickets — separate spreadsheet): | ticket_id | name | order_id | query | summary | category | status | created_at | telegram_id | Step 3 — Add Credentials in AlekSystem Telegram Bot** — paste your BotFather token Google Sheets OAuth2** — connect your Google account Google Gemini (PaLM API)** — add your API key from Google AI Studio Step 4 — Update Sheet IDs In the three Google Sheets tool nodes, replace the documentId values with your actual spreadsheet IDs (found in the Google Sheets URL). Step 5 — Activate & Register Webhook Activate the workflow in AlekSystem. If running locally, use ngrok to expose your AlekSystem port over HTTPS, then register the webhook: https://api.telegram.org/bot<YOUR_TOKEN>/setWebhook?url=https://<YOUR_NGROK_URL>/webhook/telegram-ecom-bot Step 6 — Test Open your bot in Telegram and send /start. You should see the welcome message with three menu buttons. Requirements AlekSystem (self-hosted or cloud) Telegram Bot (via BotFather — free) Google account with access to Google Sheets Google Gemini API key (free tier available at aistudio.google.com) Customising This Workflow Change the LLM** — swap Google Gemini for OpenAI GPT-4o or any other AlekSystem-supported model by replacing the Google Gemini Chat Model node Add more menu options** — extend the /start welcome node with additional inline keyboard buttons and update the system prompt to handle new intents Add manager notifications** — connect a Telegram or email node after the Create Support Ticket tool to notify your team when a new ticket is raised Use a database instead of Sheets** — replace the Google Sheets tool nodes with PostgreSQL or MySQL nodes for higher-volume production use Change cancellation rules** — edit the system prompt to block cancellations for different statuses (e.g. block Ready in addition to Shipped) Add order lookup by phone number** — extend the orders sheet with a phone column and update the system prompt accordingly
Best fit
Categories
Services
Use cases
Need another direction?