Backup System for Telegram Support or Sales Bots¶
Protect your business from possible failures when communicating with customers — use Hotline CRM as a backup system with parallel connection to your bots.
- Parallel session saves all incoming and outgoing messages in real-time without interrupting the main system operation in your backend group
- Alternative interface for communication through Telegram topic groups — supports all main message formats and is often more convenient than web cabinets
- You can switch to working through Hotline at any moment if the main system fails
Use the free version of the system for testing
Why It's Critically Important¶
Any systems can fail at the most inopportune moment, and this can lead to serious losses — customer loss, deal failures, reputational risks. When your main customer communication channel is unavailable even for a few minutes, every second counts.
Hotline CRM provides a unique tool for backing up bot communication systems, as it can connect as a parallel session to your bots. You can send the bot token to Hotline, and this will not terminate the existing session of your bot through BotAPI — both systems will continue working simultaneously.
More About Parallel Bot Connection
How Parallel Bot Backup Works¶
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Continuous Duplication¶
Through parallel connection, Hotline backs up your user communication system, saving in real-time all messages passing through your bot or account in the Telegram backend group.
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Instant Switching¶
If the main system fails, the team can instantly switch to working through Hotline without losing dialogue context. Customers won't even notice that you're working through the backup system.
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Alternative Interface¶
Hotline provides an alternative interface for communication through the native topic groups interface. This can often be much more convenient than web cabinets, especially when working from mobile devices and for those who need to maintain Telegram context when communicating, without switching to external systems.
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Reliable Infrastructure¶
The Hotline system is truly reliable — our infrastructure is one of the best in class, built on reliable servers in Google Cloud datacenter in the Netherlands, which ensures excellent connectivity with the main European Telegram datacenter in case of regional failures or blockages.
Additional Hotline Capabilities¶
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Native Telegram features: search, pins, notifications, scheduled messages, etc. (1)
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Inherits many Telegram features available in forum groups, making work familiar and convenient.
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All Telegram media: photos, videos, files, voice messages, video messages (1)
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Full support for all types of content that can be sent and received in Telegram, including media grouping.
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Connects to your bots and personal accounts (1)
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Bots and accounts in Telegram have their own advantages and disadvantages. Hotline allows you to work with both types and even combine them within a single project.
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Quick replies and message templates (1)
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Create and use templates for frequently used responses to speed up operator work and standardize communication.
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Broadcast messages and mass mailings (1)
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Send messages to multiple contacts or segments simultaneously using the broadcast module.
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Contact segmentation and filtering (1)
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Create dynamic segments based on contact properties, tags and interaction history for targeted communications.
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Unlimited managers, operators and dialogs (1)
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The system has no limits on team size. The number of employees doesn't affect cost at all. Everyone added to the backend group can work with dialogs with assigned roles.
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Quick self-service setup via bot in 5 minutes (1)
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Connection takes no more than 5 minutes through our setup bot. All connection settings are configured directly in the bot.
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Analytics and reporting (1)
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Track key metrics, response times, operator performance and customer satisfaction levels.
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API and webhooks for integrations (1)
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Connect external systems via webhooks and API to automate workflows and integrate with your existing tools.
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Privacy protection and data hiding features (1)
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Built-in tools for hiding sensitive information, controlling access to customer data and restricting information leaks.
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Connection Parameters¶
Connection parameters determine the needed system behavior for various cases, set through the installation bot @hotlinetg_bot after selecting the needed connection.
Main parameters used when setting up Hotline as a backup user communication system:
Disabling system welcome:
WELCOME
Welcome message that user receives on first contact and when their request was closed (switched to /close status). Can be completely disabled on paid version. Free version requires Hotline link in welcome message.
Default value: standard welcome message in English.
Disabling output of messages about possible errors:
Disabling automatic topic closing timeout:
AUTOCLOSE
Dialog auto-close period after last operator response, specified in hours.
If topic with user was closed, they'll receive welcome message from WELCOME parameter on next contact. Free version has maximum auto-close period of 48 hours.
Default value: 48 hours.
Testing Parallel Connection¶
You can independently try how parallel connection works on the free version of the system before production implementation. This functionality is fully described in the system documentation.
If necessary, you can order a setup consultation for help configuring the backup system for your processes.
Disabling welcome
For production use, it's important to disable welcome messages so customers don't receive duplicate notifications. This feature is available on paid plans.
Related Cases¶
Learn more about system application examples from other Hotline use cases: