High-Speed Request Processing System for Telegram Operators¶
Hotline CRM is one of the best systems for ensuring high-speed "manual" request processing by operators, which can be applied to projects in various niches. If necessary, individual functions are automated through short convenient custom commands for operators.
-
Convenient interface for communication through Telegram topic groups — supports all main message formats
-
Ability to add custom commands and integrations with external systems to speed up operator work
-
Many convenient communication modules: quick replies, broadcasts, internal comments, labels, statuses and more
The free version of the system is excellent and available for any period
Hotline CRM Capabilities¶
There are niches that require high-speed manual request processing by operators and live customer communication, frequent clarifications or confirmations. At the same time, full automation of such processes may not make sense due to constant variability or the project may be at the hypothesis testing stage.
Task examples: processing applications for participation in a temporary promotion, accepting pre-orders, accepting bets or predictions, issuing invoices and connecting individual tariffs, quick standard replies or clarifications, etc.
On some projects, over 1000 requests are currently processed daily through Hotline by teams of 2-3 operators.
Operator work speed in Hotline is achieved through a combination of factors:
-
Convenient and Familiar Interface¶
Work happens through the native Telegram topic group interface, which is familiar to every messenger user. Operators don't need to master complex web cabinets or switch between systems — everything in one familiar application. More about how Hotline works and its capabilities.
-
Stability on All Devices¶
Telegram applications work stably on mobile (iOS, Android), tablets, computers (Windows, macOS, Linux) and web version. Operators can process requests from any device without losing functionality.
-
All Telegram Message Types¶
Supported: text, voice, video, photo, files, geolocation. All familiar functions available: history search, pinned messages, scheduled sending, message editing and deletion and other Telegram capabilities.
-
Powerful Module Set¶
Quick replies to standard requests, labels for request categorization, mass broadcasts, analytics of team work, data export and much more for maximum efficiency.
-
Custom Commands and Integrations¶
Ability to add own commands for specific operations and integrations with external systems through Webhooks or API to automate routine operator actions. Custom command examples:
/user,/invoice,/logs,/bid,/winetc.
-
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.
-
-
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.
-
-
Data export and backup (1)
-
Export dialog history, contact data and analytics in various formats for backup or integration with other systems.
-
-
Flexible configuration and customization (1)
-
Over 20 connection parameters allow you to fine-tune system behavior for your specific needs.
-
-
API and webhooks for integrations (1)
-
Connect external systems via webhooks and API to automate workflows and integrate with your existing tools.
-
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 high-speed request processing systems:
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.
Enabling automatic user information display:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
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.
Setting custom commands for external integrations through webhooks:
Setting custom commands for external integrations through your own bots:
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 convenient modules to speed up operator work on the backend group side:
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.
Related Cases¶
Learn more about ways to use Hotline with examples from other cases: