Lead Search in Private or Public Telegram Chats by Keywords¶
Automate potential customer search in Telegram chats with keyword monitoring through Hotline CRM.
- Monitoring private and public chats from your accounts with flexible keyword rules
- Automatic translation of messages with keywords to backend group for quick team reaction
- Replies in chat or private messages through native Telegram interface without web cabinets
Use the free version of the system for testing
Why It's Convenient¶
Chat monitoring is done through your account, you decide which groups to join and what keywords to monitor (no Premium subscription needed, you can connect regular personal accounts)
Hotline can monitor needed chats by keywords with set logic, and when finding messages send notifications and start translating messages from the corresponding chat to the backend group with your managers.
The team working on the backend group side can promptly respond directly in the chat with the found message or write a private message to the author through the corresponding topic on the backend group side.
All work happens in your private topic group directly in Telegram, without needing to switch to web cabinets, all main message types and familiar Telegram functions are supported (search, pins, scheduled messages, voice, video, files, etc.).
When messages are found, all operators in the backend group receive notifications in their Telegram app according to their personal settings and can react promptly.
Channel monitoring by keywords can be implemented in a similar way.
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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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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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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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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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Operator Workflow¶
Depending on the topic specifics and team organization principles, several main work scenarios are possible when monitoring chats by keywords.
Translation Activation¶
By default, when a message in a chat is found that satisfies the set rules, the system enables translation from this chat – the corresponding topic becomes active (switches to 🟪 purple status), the found message and all subsequent ones are sent to it until the operator explicitly closes the topic with the /close command.
If topics should only receive messages with keywords, you need to activate the LEAVE_CLOSED parameter – this way found messages will be placed in closed topics (with ⬛️ black status), and message translation from them can be activated by the operator when necessary by explicitly specifying the /wait or /hold command.
Sending Reply or Offer¶
After a message with keywords appears, any of these actions is possible:
- go to the group to view the dialogue (the public chat link can be obtained with the
/infocommand) - enable or disable message translation from the chat (see above)
- send a message to the chat on behalf of the connected account
- send a personal message to the message author
- from the operator's work account, by clicking the link to the sender's profile (specified in each message from the chat)
- on behalf of the connected account, creating a topic with the
/new USERNAMEcommand (if it's desirable to conduct all communication through the backend group and the message author's privacy settings allow this)
Monitoring large number of chats
You shouldn't immediately set a large list of rules and try to monitor hundreds of chats, as this can lead to generating a lot of spam that will then be difficult to sort through.
Growth strategy for monitoring a large number of chats:
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first try setting up monitoring by the most obvious words, understand how to refine rules, add minus words, minimize spam
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gradually expand the chat list and refine the rule list for monitoring
System Testing¶
You can independently try how lead search in chats through Hotline works on the free version of the system. Working with chats is fully described in the system documentation.
If necessary, you can order a setup consultation for help configuring the chat monitoring 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.
For production mode, you need to disable welcome by upgrading to any paid plan.
Wholesale prices for updates
Monitoring a large number of chats can lead to rapid consumption of available Telegram system update limits provided on our standard plans. For wholesale prices for chat monitoring, contact support service.
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
Implementation Steps¶
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Account Connection¶
For chat monitoring, usually a personal account is connected (for monitoring your own chats, a bot can also be used). 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¶
Disable welcome message for chats, disable automatic topic closing, set up keyword filter and system behavior when messages are found. The initial parameter list for chat monitoring and lead search work is listed below on this page. All parameters are configured directly through the setup bot.
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System Testing¶
Add the connected account to test groups or join them with the
/newcommand from the backend group. When a message with a keyword appears on the backend group side, a special topic should be created through which you can send a reply to the group, go to the message author's profile to send them a personal message, and also change the topic status. -
Paid Subscription Connection¶
To disable automatic welcome and expand limits, before adding the account to a large number of chats, purchase the necessary paid plan.
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Inviting Team to Backend Group¶
If you're working as a team, add your managers to the created backend group for the 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, for example, integrations with external systems for AI analysis of messages and sending offers.
Connection Parameters¶
Connection parameters determine Hotline behavior when working. Configured through @hotlinetg_bot
Main parameters for chat filtering mode by keywords in lead search:
Activating chat monitoring mode:
Setting keyword list for monitoring:
General minus-word list when monitoring chats for spam filtering:
Disabling automatic activation of message translation from chats with found messages:
Disabling 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 output of messages about possible errors:
Setting automatic topic closing 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.
Related Cases¶
Useful additions for the lead monitoring system in chats may include functionality from the following cases: