XTV-SupportBot¶
Enterprise-grade Telegram support and feedback bot. Every ticket is a Telegram forum topic in your admin supergroup, so the whole team can collaborate on one conversation.
Status
v0.9.0 is the public pre-release. Interfaces may still change between minor versions; see the Changelog.
Feature tour¶
| Area | Highlights |
|---|---|
| Tickets | forum-topic per ticket, SLA timers, auto-close, assignment, tags, priority |
| Teams & RBAC | Owner / admin / supervisor / agent / viewer; declarative queue routing |
| Productivity | macros, knowledge base with full-text search, pre-ticket FAQ gate |
| AI (opt-in) | reply drafts, summaries, sentiment, smart routing, translation, OCR |
| Escalation & CSAT | rules engine, business hours, holiday calendar, 1–5★ surveys |
| Analytics | nightly rollups, SLA compliance, agent leaderboard, CSV/JSON export, weekly digest |
| Integrations | HMAC-signed outbound webhooks, Discord + Slack bridges, email ingestion (scaffolding) |
| Project templates | Seven built-in templates (support, feedback, contact, billing, dev_github, vip, community) seeding macros, KB, routing, SLA + CSAT |
| Agent cockpit | /inbox with saved views, bulk actions, internal notes (/note), customer-history pin |
| Automation rules | If/then/then pipelines triggered by 8 ticket-lifecycle events, dry-run, cooldowns, versioned audit |
| API & Web | FastAPI REST (read + write, API keys + scopes), React + Vite admin SPA served at / |
| Telegram Mini-App | Same SPA opened inside Telegram via signed initData; dual-mode switch (chat / webapp / hybrid) with per-user override + graceful fallback for old clients |
| Compliance | GDPR export/delete, link scanner, start CAPTCHA, secret rotation |
| Observability | Prometheus metrics, OpenTelemetry tracing, /health + /ready |
| i18n | English + 10 languages (Russian, Spanish, Hindi, Bengali, Tamil, Telugu, Marathi, Punjabi, Gujarati, Urdu) |
Tech stack¶
- Python 3.12, async everywhere (pyrofork + motor)
- MongoDB + optional Redis
- Pydantic settings, structlog-style logging
- LiteLLM (provider-agnostic AI), FastAPI, React + Vite SPA
Where next¶
Developed by @davdxpx