Telegram Bot for Consultations (Lawyers, Doctors, Coaches, etc.)¶
Connect a convenient tool for consultations through Telegram based on Hotline CRM in 5 minutes — simple and clear even without technical skills!
- Familiar interface based on Telegram topic groups, simple installation and setup, any message format (voice, photos, files, etc.)
- Can connect personal accounts for more trust, ability to write first, call customers and show
stories - Team discussion of responses in internal comments before sending to customers directly in dialogue context
- Powerful module set: quick replies, broadcasts, labels, statuses and more
The free version of the system is excellent and available for any period
Hotline CRM Capabilities¶
Hotline CRM is wonderfully suited for organizing consultations through Telegram — lawyers, doctors, psychologists, coaches and other specialists can conveniently work with customers, using a familiar interface without mastering complex web systems.
The entire consultation process happens in the familiar Telegram interface. Consultants communicate with customers on behalf of connected bots or accounts just like in regular chats: send text, voice messages, screenshots, document files — any formats convenient for communication. At the same time, the team can discuss complex cases in internal comments and carefully formulate responses before sending.
Using personal accounts for consultations often causes more trust than bots, they also provide the ability to call customers directly in Telegram if necessary. The system is reliable, supports role separation in the team and allows conducting internal communication in the same group where requests are processed.
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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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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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First-touch attribution and referral tracking (1)
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System tracks first touch point and referral sources for each contact, helping analyze effectiveness of marketing channels.
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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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Video Overview¶
Implementation Steps¶
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Connecting Personal Account or Bot¶
For consultations, you can connect either a bot or a personal account. Compare advantages of each option. Connection through the setup bot @hotlinetg_bot takes 2-3 minutes.
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Parameter Setup¶
Set up a welcome message for customers explaining consultation format or working hours. The initial parameter list for support bots is listed below on this page. All parameters are configured directly through the setup bot.
If necessary, you can order a setup consultation for help configuring the system for consulting for your needs.
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Inviting Consultant Team¶
Add consultants or assistants to the backend group. Set up roles and access rights: who can use administrator functions, and who can only respond to requests.
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Getting Familiar with Interface¶
Show the team how to work in the system. The interface is simple and familiar — everything happens in a regular Telegram topic group. Introduce basic commands and how the system works.
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Starting Consultations¶
Start consulting customers! Use quick replies for frequent questions, internal comments to discuss complex cases in the team before sending a response to the customer.
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Extensions and Integrations¶
If necessary, use additional functionality: 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 consultation bot behavior. Configured through @hotlinetg_bot without technical knowledge.
Main parameters for consultation 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 sending responses only by explicit reply to user message:
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 consultants:
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¶
Useful extensions to consulting system functionality may include functionality from the following cases: