客戶服務 Telegram Bot - Customer Service Telegram Bot

# 客戶服務的 Telegram Bot
# Customer Service Telegram Bot for Automated Support

Description:
針對客戶常見需求，於 Telegram 平台上開發多功能整合機器人。透過直覺的按鈕式介面 (Button-based Interface) 取代傳統指令，引導客戶完成自助服務，降低操作門檻並提升互動效率。
Developed a multi-functional integrated bot on the Telegram platform to address common client inquiries. By implementing an intuitive button-based interface instead of traditional command-line inputs, I streamlined self-service workflows and enhanced overall interaction efficiency.

Tech Stack:

• Python + FastAPI
• Python + telebot polling
• Telegram Bot API

Features:

• 權限驗證機制 (Authentication Mechanism)
  開發權限驗證機制，透過群組識別與用戶身分過濾，確保機器人服務僅限授權客戶群組使用。
  Developed an authentication mechanism using group ID and user identity filtering to ensure bot services remain restricted to authorized client groups.
• 直覺式按鈕介面 (Button-based Interface)
  實作 Inline Keyboard 與 Reply Keyboard 功能，引導客戶透過點擊按鈕直接觸發功能，無需記憶複雜指令。
  Implemented Inline Keyboards and Reply Keyboards, guiding clients to trigger specific functions via button clicks.
• 技術資訊查詢 (Technical Info Retrieval)
  整合 CDN 操作指南、API 規範及域名清單查詢功能，讓客戶能即時獲取所需技術資訊。
  Integrated CDN operational guides, API specifications, and domain list retrieval for instant access.
• 後端 API 串接 (Backend API Integration)
  串接後端 API，讓客戶能直接透過機器人執行清除快取 (Cache Purge) 與更新黑白名單等關鍵配置。
  Connected to backend APIs to empower clients with cache purging and blacklist/whitelist updates directly through the bot.

Results:

• 客戶可自行查閱 CDN/API 指南及域名清單，無需頻繁聯繫客服人員，有效節省人力成本並提升作業便利性。
  Clients can independently retrieve CDN/API guides and domain lists, significantly reducing the volume of support tickets.
• 客戶可透過機器人即時操作清除緩存或管理黑白名單，大幅縮短了傳統工單往返的等待時間。
  Clients can execute cache purges or manage blacklists in real-time via the bot, drastically shortening turnaround time.

Architecture Overview:

sequenceDiagram
    participant Client as Client (Telegram)
    participant Bot as Telegram Bot
    participant Backend as FastAPI Backend
    participant CDN as CDN API
    
    Client->>Bot: /help@bot Command
    Bot->>Bot: Verify Group & User Auth
    Bot-->>Client: Display Menu (Inline Keyboard)
    Client->>Bot: Click Function Button
    Bot->>Backend: API Request (Cache Purge / Whitelist)
    Backend-->>Bot: Operation Result
    Bot-->>Client: Display Result & Exit
    Backend-->>CDN: API Request
    CDN-->>Backend: Result Return