Adding Operator Connection Capability to Existing Telegram Bot¶
Most bots connected to Hotline initially lack their own independent logic and only send user messages to operators, while all bot responses are handled by operators. However, if your bot already has its own functions, it can also be connected to Hotline — it will use the native Telegram topic group interface as a convenient backend.
- No need to change bot code, remove logic and set up webhooks/polling
- Ability for team to respond to bot users in a convenient interface
- Team can discuss responses in internal comments within dialogue context
- Native Telegram interface without mastering complex web cabinets
The free version of the system is excellent and available for any period
Bot Connection with Existing Logic¶
To connect an existing bot to Hotline without losing its logic, you need to add an additional account or a second bot through which operators will be able to write users first and respond to their requests.
After such a connection, you'll have two entities:
- Original bot — continues working with its logic unchanged
- Operator connection entity — bot or account that operators on the backend group side will respond on behalf of
After connection, operators can write users first on behalf of the operator connection entity (and also handle incoming messages from it, if it has the ability to receive messages).
The scheme of such a connection looks like this:
graph LR
A[User] <-->|interaction| B[Original Bot]
A <-->|operator message| C[Operator Connection Entity]
C <--> D[Backend Group]
B -.logic execution.-> B
style B fill:#e1f5ff
style C fill:#fff3e0
style D fill:#f3e5f5
Thus, you can provide operator connection capability to any bot without changing its code and logic.
Connecting existing bot to Hotline
If you want to connect an existing bot to Hotline, removing all logic and using Hotline as the main backend — this is possible! In this case, simply transfer your bot's token to Hotline, while disabling its webhooks and polling.
After this, your bot will start sending all incoming user messages to the backend topic group, and operators will be able to respond to users on behalf of it.
How to Set Up¶
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Connect Operator Entity¶
To give operators the ability to write users from the original bot, connect an additional bot or personal account.
- For simple technical support tasks, a regular bot is convenient 2014 users won't be confused by operator messages appearing from another entity
- If important for users to have one uniform communication interface, you can use a user account with a photo and description similar to the original bot
- Account also gives the ability to call users and show stories
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Parameter Setup¶
Set welcome message for new dialogues, set dialogue auto-close, set needed operator access rights. All parameters are set through the setup bot @hotlinetg_bot.
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Invite Team to Backend Group¶
Add operators or assistants to the backend group. Set up roles: who can use administrator functions, and who can only respond to requests.
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Get Familiar with Hotline Capabilities¶
Introduce the team to the system. The interface is simple and familiar. Introduce basic commands, quick reply module, explain internal comments.
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Start Working¶
Start communicating with users! Use quick replies for frequent questions, internal comments for team communication.
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Use Additional Modules¶
If needed, use mass broadcasts, team analytics, integrations with external systems, etc.
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Paid Subscription¶
When you need extended limits or premium features — upgrade to a suitable Hotline Premium paid plan.
Connection Parameters¶
Connection parameters determine operator connection system behavior. They are configured through @hotlinetg_bot.
Main parameters for operator bots are listed below:
Setting welcome for new users:
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.
Setting topic auto-close 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.
Enabling automatic user information display:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
Setting operator permissions for using broadcast, label and export modules:
EXTENSIONS_ALLOWED
List of USER_ID users allowed to use important Hotline module functions (broadcast configuration and launch, tag configuration, client base export, etc.).
Default value: available only to connection administrator.
Useful Modules¶
In addition to basic commands, Hotline provides modules useful for working with bot users:
Quick replies with /say command
Quick creation and sending of prepared messages in topics. Supports text, media, albums and message forwarding.
Tags and sales funnels with /mark command
Assign visible tags to topics for segmentation, organizing sales funnels and automations.
User broadcasts with /send command
Mass broadcasts to all or selected clients with scheduling capability.
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: