System for Supporting Multiple Customer Chats in Telegram (B2B)¶
Organize centralized support for multiple customer chats through Hotline CRM topic group — without needing to add operators to each chat or transfer account sessions.
- Support multiple chats simultaneously through a single backend group
- Organize 24/7 support service work in chats with shifts
- Support for all message types through native Telegram interface
- Possible hiding of customer contacts from operators and external integrations
The free version of the system is excellent and available for any period
Why It's Convenient¶
The traditional approach to supporting customer chats requires either adding each new support employee to all chats or transferring corporate account sessions to them. This creates organizational difficulties, especially when working in shifts or engaging contractors.
Hotline CRM solves this task much more elegantly — all messages from customer chats arrive in corresponding backend group topics, where they can be handled by a team of operators without adding their accounts to chats with customers. Operators see context, can respond, use quick replies and coordinate through internal comments.
An important bonus for operators is that all work happens through the native topic group interface inside Telegram, no need to switch to inconvenient web cabinets, all main message types and familiar tools are supported (voice, video, files, scheduled messages, search, tags, etc.).
The system is suitable for supporting group chats at different stages: from active interaction at the negotiation stage where personal communication from each chat participant is important (at this moment the system accumulates communication history in the topic), to the typical support stage (invoicing, answering rare customer questions) where a duty operator with access to communication history is sufficient (support already goes through support account or bot, not from team personal accounts).
Main Chat Support Capabilities¶
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Scalable Support
Support multiple customer chats simultaneously through one topic group. Each chat gets its own topic in the backend group, operators easily switch between them. Organize continuous 24/7 chat support.
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Easy Operator Connection
New operators don't need to be added to each chat or get access to account sessions — just invite them to the backend group with needed access rights.
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Customer Data Protection
Connect subcontractors to chats and use the ability to hide information about chat participants from operators, so they only see information necessary for work.
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Team Workspace
The backend group becomes a common team workspace — create additional topics for discussions, instructions, team news.
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Flexible Welcome
Set up automatic welcome for new chats or disable it completely.
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Chat Management
Use commands to create new chats and invite participants directly from the backend group (feature in development).
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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 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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Analytics and reporting (1)
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Track key metrics, response times, operator performance and customer satisfaction levels.
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Flexible configuration and customization (1)
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Over 20 connection parameters allow you to fine-tune system behavior for your specific needs.
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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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Implementation Steps¶
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Connecting Bot or Account¶
To organize chat support, you can connect either a bot or a personal account — each option has its advantages. Go to the setup bot @hotlinetg_bot and follow the instructions. The entire process usually takes no more than 2-3 minutes.
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Setting Connection Parameters¶
Set or disable welcome message for chats, disable automatic topic closing. The initial parameter list for working with chats is listed below on this page. All parameters are configured directly through the setup bot.
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Inviting Team to Backend Group¶
If you're working as a team, add your support service operators, developers and managers to the created backend group for your connection. There are no team size limits — invite everyone, set roles and access rights.
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Team Training¶
Introduce the support team to how the system works and basic commands, quick reply module and internal comments. The Telegram interface is familiar to everyone, training takes minimal time.
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Working with Chats¶
Start working! Receive messages from chats in corresponding topics, respond to them. Immediately use quick replies to speed up work, internal comments for team coordination.
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Additional Modules¶
As support team needs grow, master additional functionality: mass broadcasts, team analytics, integrations with external systems, etc.
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Paid Subscription¶
If the free version is not enough, or you need Hotline premium features — upgrade to a paid plan with expanded limits and capabilities.
Connection Parameters¶
Connection parameters determine Hotline behavior when working. Configured through @hotlinetg_bot
Main parameters for chat work mode:
Activating chat monitoring mode:
Hiding customer contacts from operators:
Prohibiting specified words when sending to chats:
Disabling or setting automatic 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 automatic topic closing:
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.
Useful Modules¶
In addition to basic commands, Hotline provides convenient modules for operator work on the backend group side when supporting a large number of chats:
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.
Team analytics
Detailed operator performance statistics, customer request analysis and reports for various time periods.
Client base export with /export command
Export client data to CSV file for backup or analysis.
System Testing¶
You can independently try how working with chats through Hotline 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 chat support system for your processes.
Free version feature
On the free version, when activating topics for chats, an automatic welcome from the WELCOME parameter will be issued.
Also topics will be closed if there is no activity in them for more than 48 hours (maximum timeout on the free version for the AUTOCLOSE parameter), after topic closing message translation to it stops.
Maximum intensity of receiving messages in one backend group
There is a Telegram limitation of 20 messages per minute to one topic group from a bot. In case of exceeding, Hotline enables a queue for delivering new messages to the group, which affects how the system works. More about message queue
Related Cases¶
Useful additions for the customer chat support system may include functionality from the following cases: