The problem
Engineering and operational teams often miss critical alerts buried in crowded email inboxes, while customer support tickets pile up with routine questions that could be answered instantly with data lookup.
What I built
A high-throughput Telegram bot built on Node.js using long polling for development and secure webhooks for production:
- Instant customer inquiry triage with inline keyboards for order lookup, FAQs, and ticket submission.
- Real-time operational notification pipeline delivering formatted alerts when server thresholds, database spikes, or payment failures occur.
- Role-based commands allowing authorized administrators to query system stats and flush caches straight from Telegram.
Outcome
- [[TODO: Samuel to add metric — e.g. Dropped first-response time from X mins to instant]]
- Centralized incident response where developers and support staff operate from a single shared interface.
- 24/7 uptime monitoring with zero polling delay.