Concierge Bot for Supporting Guests, Residents or Tourists Through Telegram¶
Create a concierge service in Telegram with Hotline CRM — organize responsive and live support through the familiar messenger!
- Non-standard questions are solved through live communication with an operator, not cold automation
- Operators are connected from any devices through the familiar Telegram interface — voice, geolocation, video, screenshots
- Ability to conduct the entire dialogue chain, from order acceptance and support, to broadcasts about new services or events
The free version of the system is excellent and available for any period
Hotline CRM Capabilities¶
Hotline CRM is wonderfully suited for concierge services — where live communication with people is important for solving non-standard requests from residents, event visitors, guests or tourists.
Any concierge service by definition often works with unique situations: helping find directions, forgotten items, questions about a place or event, personal consultations. Templates and automation don't help here — a live person is needed who understands the context, knows local features. And it's critically important that this person finds it convenient and familiar to work, as they're not necessarily sitting in an office or at reception when an important request is received.
All work happens through a private topic group inside the Telegram application. Using Hotline, operators can constantly be connected from mobile devices, answer questions on the go. Telegram formats are especially convenient for concierge service: voice or video for quick explanations, information screenshots, map markers for navigation.
As the customer base accumulates, use labels for customers by attended events or send invitations to interesting events to the target audience.
-
Quick self-service setup via bot in 5 minutes (1)
-
Connection takes no more than 5 minutes through our setup bot. All connection settings are configured directly in the bot.
-
-
Unlimited managers, operators and dialogs (1)
-
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.
-
-
Perfect even for small teams or solo work (1)
-
The system isn't a huge, cumbersome machine and works great even when you're working on a project alone.
-
-
Connects to your bots and personal accounts (1)
-
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.
-
-
First-touch attribution and referral tracking (1)
-
System tracks first touch point and referral sources for each contact, helping analyze effectiveness of marketing channels.
-
-
All Telegram media: photos, videos, files, voice messages, video messages (1)
-
Full support for all types of content that can be sent and received in Telegram, including media grouping.
-
-
Native Telegram features: search, pins, notifications, scheduled messages, etc. (1)
-
Inherits many Telegram features available in forum groups, making work familiar and convenient.
-
-
Privacy protection and data hiding features (1)
-
Built-in tools for hiding sensitive information, controlling access to customer data and restricting information leaks.
-
-
High reliability and message delivery guarantees (1)
-
Messages are queued and guaranteed delivery even during temporary connection issues or Telegram API problems.
-
-
Quick replies and message templates (1)
-
Create and use templates for frequently used responses to speed up operator work and standardize communication.
-
-
Broadcast messages and mass mailings (1)
-
Send messages to multiple contacts or segments simultaneously using the broadcast module.
-
-
Contact segmentation and filtering (1)
-
Create dynamic segments based on contact properties, tags and interaction history for targeted communications.
-
-
Analytics and reporting (1)
-
Track key metrics, response times, operator performance and customer satisfaction levels.
-
-
Flexible configuration and customization (1)
-
Over 20 connection parameters allow you to fine-tune system behavior for your specific needs.
-
Video Overview¶
Implementation Steps¶
-
Connecting Bot or Account¶
For concierge service, you can use a bot or personal accounts. Accounts sometimes create a more trusting atmosphere, allow calling or publishing
storieswith current information. Connection through the setup bot @hotlinetg_bot takes 2-3 minutes. -
Setting Up Welcome and Parameters¶
Set a welcome message explaining how the concierge service works. Configure dialogue auto-close parameters and other options. Everything can be tried on a test bot for free, then transferred to production.
If necessary, you can order a setup consultation for help configuring the sales system for your needs.
-
Forming Concierge Team¶
Add concierge service operators to the backend group. Set up roles and access. The group becomes a team workspace for coordination and discussion of non-standard situations with guests.
-
Work Preparation¶
Set up quick replies to recurring questions (how to get there, where is it, opening hours). Train the team to use internal comments to discuss complex requests before responding to guests.
-
Concierge Service Launch¶
Start helping your audience! Use all Telegram formats: voice and video for explanations, map markers for navigation, photos and screenshots of useful information. Operators conveniently work from any devices without leaving Telegram.
-
Working with Customer Base¶
Use customer labels by events and segmented broadcasts for invitations or collecting feedback after events.
-
Expanding Capabilities¶
Connect parallel bots to add buttons or AI functions. Set up integrations with booking or payment systems.
-
Paid Subscription¶
If the free version is not enough or premium features are needed — upgrade to a paid plan.
Connection Parameters¶
Connection parameters determine concierge bot behavior. Configured through @hotlinetg_bot.
Main parameters for concierge services:
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 useful modules for concierge services:
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.
Related Cases¶
Useful extensions for concierge services may include functionality from the following cases: