Manager Control When Working with Telegram Accounts¶
Organize monitoring of messages and control of managers working from personal Telegram accounts through Hotline CRM topic groups.
- Transparency of manager conversations in real-time without needing to switch to their work account sessions
- Ability to join conversations when necessary, quickly replace an employee, give advice or ask a question in the context of a customer conversation
- Quality control, tracking deleted messages and prohibited words
Use the free version of the system for testing
Why It's Convenient¶
When managers work from multiple personal Telegram accounts, traditionally the manager needs to keep all their sessions active on their computer or phone for control (which is quite inconvenient, even using the portable version of the Telegram app).
Hotline CRM solves this problem more elegantly — after connecting an account to the system, all correspondence is recorded in the corresponding backend group in real-time without access to sessions. It's much easier to monitor several topic groups (which can be conveniently collected in one work folder in the Telegram interface) than constantly switching between multiple accounts.
And this is not just monitoring, but full team work: you can join any conversation when necessary, quickly replace an employee if needed (just add a new participant to the group).
Working through the group is often even more convenient than working directly from the account, as it allows using quick replies or custom commands for integrations when working with the customer base.
Main Monitoring Mode Capabilities¶
-
Recording and Backing Up Conversations¶
The system can record all manager messages, including those that were deleted. Message editing facts are also recorded. This can be convenient as a kind of "hot" backup copy of customer conversations. Messages sent directly from the app (not through the backend group) are marked as
interceptedon the group side. -
Quick Work Integration¶
Adding new managers to groups takes seconds and they immediately understand what to do. If necessary, you can join any manager conversation from the connected account to resolve a difficult situation or during training. This also greatly simplifies onboarding new employees or substituting in case of illness.
-
Internal Comments and Discussions¶
Add managers to backend groups of accounts they work from, for discussing customer dialogues in context. Use internal comments to help each other, train new employees, collectively discuss responses before sending to the customer.
-
Rich Telegram Group Functionality¶
Backend groups use all capabilities of Telegram topic groups: Search, Notification settings, Scheduled messages, Renaming and creating your own topics and much more. More about native topic group functions
-
External Integrations¶
Modules for integration with external systems open amazing possibilities for improving operator efficiency and solving non-standard tasks. For example, analyzing manager conversations for quality control of customer communication or finding violations.
-
Role and Access Rights Separation¶
Conveniently separate manager access to each other's conversations at the group level. Configure roles and access rights for different team levels.
Useful Modules¶
In addition to basic commands, Hotline provides convenient modules for manager 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.
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.
Connection Parameters¶
Connection parameters determine Hotline behavior when working. Configured through @hotlinetg_bot.
Main parameters for manager monitoring mode:
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 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.
Disabling output of possible errors to clients:
Automatic display of customer information in backend group at dialogue start:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
Setting permissions for using system 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.
System Testing¶
Try how Hotline works on the free version. Create a test connection and evaluate monitoring convenience. If necessary, order a setup consultation or custom extension development for your team in support service. To switch to the paid version of the system, choose a plan corresponding to your workload.
Related Cases¶
Learn more about ways to use Hotline with examples from other cases: