Monitoring Bot User Dialogues and Actions¶
By connecting Hotline in parallel to an existing bot, you can conveniently save all incoming and outgoing messages between the bot and users in a Telegram topic group.
Dialogue with each user is translated into a separate topic, enabling communication with users and use of Hotline's arsenal of modules for working with the customer base.
- Convenient interface based on Telegram topic groups — supports all main message formats
- Saving incoming and outgoing messages from your bot to users in the topic group (including with buttons)
- Many convenient modules: quick replies, broadcasts, internal comments, statuses, analytics and more
Use the free version of the system for testing
Hotline CRM Capabilities¶
Due to the parallel connection mechanism in Hotline, the system can be connected to existing bots. Sending your bot token to connect to Hotline does not break the connection with BotAPI for other systems. An example of a bot with parallel connection is presented in our documentation.
Parallel connection allows saving any incoming messages from users to your bot in the Hotline backend group, as well as outgoing messages from your bot to users (messages with buttons are also transmitted).
All backend group participants can see bot dialogues with users and, if necessary, send messages to them on behalf of the connected bot directly through the corresponding topics.
This is very convenient for monitoring and saving AI bot dialogues with users, monitoring user scenarios, direct interaction with users and testing product hypotheses during bot development.
More about how Hotline works and its capabilities.
Thus, Hotline can be used not only for passive recording of user dialogues with your bot in the topic group, but also for additional "manual" interaction with users: sending notifications, mass broadcasts, testing hypotheses or even as an additional interface for switching your bot's operation modes for specific users using custom commands and external integrations.
By default, after connecting a bot to Hotline, the system creates topics for dialogues when receiving any incoming message from new users, it also records all outgoing messages from your bot to users as intercepted messages. There are several parameters that allow changing this behavior.
For example, you can activate dialogue monitoring not for all users, but only those listed in the WHITE_LIST parameter, or who sent the bot a command specified in the PRIVATE_KEYWORDS parameter.
At the same time, operators can at any moment create a topic for monitoring dialogue with the needed user using the /new *USER_ID command through the General topic of the backend group.
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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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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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Perfect even for small teams or solo work (1)
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The system isn't a huge, cumbersome machine and works great even when you're working on a project alone.
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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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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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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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High reliability and message delivery guarantees (1)
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Messages are queued and guaranteed delivery even during temporary connection issues or Telegram API problems.
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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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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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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 parallel connections to other bots:
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.
Setting keywords or commands in incoming messages for topic activation:
Setting user list for monitoring:
Disabling sending bot outgoing messages to backend group:
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 parallel connection for your tasks.
Disabling welcome
For production use, it may be important to disable welcome messages with Hotline copyright. This capability is available on paid plans.
Operator Modules¶
In addition to basic commands on the backend group side, Hotline has several modules that can be useful when working with the customer base.
Quick replies with /say command
Quick creation and sending of prepared messages in topics. Supports text, media, albums and message forwarding.
User broadcasts with /send command
Mass broadcasts to all or selected clients with scheduling capability.
Tags and sales funnels with /mark command
Assign visible tags to topics for segmentation, organizing sales funnels and automations.
Client base export with /export command
Export client data to CSV file for backup or analysis.
Team analytics
Detailed operator performance statistics, customer request analysis and reports for various time periods.
Related Cases¶
Learn more about ways to use Hotline with examples from other cases: