Field notes on AI support, multi-channel ops, and growing on Telegram.
Not a beginner explainer. Seven plays we have run, broken, and fixed — covering segmentation, subscription, broadcast, bot UX, and user session outreach.
Your team lives in Slack. Don't make them tab over to a support console. Seven steps: Slack App Directory, OAuth, workspace and channel binding, notification setup, end-to-end test. Reply in a thread, customer gets it.
Small teams sleep too. Set business hours plus an offline message with ETA so 3 a.m. visitors get a real answer. Five steps.
The support team of 2026 is not the same animal as 2023. AI owns tier-1, Telegram became a primary channel, and a 24h first response is now a deal breaker. All at once.