Telegram Bot for IT Service or Startup Support¶
Create an awesome support bot on the Hotline CRM platform for your Telegram project in 5 minutes!
- Communicate with your bot's audience through a private forum group, using any message format
- Work from any device with Telegram — no time wasted switching to inconvenient web dashboards
- Powerful set of modules: quick replies, broadcasts, internal comments, tags, statuses and more
The free version of the system is excellent and available for any period
Hotline CRM Capabilities¶
One of Hotline CRM's flagship features is being a powerful and super-convenient tool for customer support. The system's history began with user support, and it grew around this functionality.
After connecting your bot or account, support operators can see all incoming messages from users and respond using the convenient native interface of Telegram forum groups. Learn more about how Hotline works.
Currently some projects process up to 500 dialogs daily through Hotline with teams of 2-3 operators. The system is equally convenient for those receiving no more than one request per day.
Make your backend group a unified team space reflecting life in your project. Manage dialogs from first questions and sales to support and development. System functionality is sufficient even for very advanced use cases.
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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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Parallel connections and load distribution (1)
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Connect multiple bots or accounts simultaneously to distribute load and increase system stability.
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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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Data export and backup (1)
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Export dialog history, contact data and analytics in various formats for backup or integration with other systems.
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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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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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Video Overview¶
Implementation Process¶
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Connect bot or account¶
For organizing customer support you can connect either a bot or personal account — each option has its advantages. Go to setup bot @hotlinetg_bot and follow instructions. The entire process usually takes no more than 2-3 minutes.
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Configure connection parameters¶
Set welcome message for users who will write to your support service, configure dialog auto-close period. Initial parameter list for support bots is listed below on this page. All parameters are configured directly through the setup bot.
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Invite team to backend group¶
If working as a team, add support operators, developers and managers to the created backend group. No team size limits — invite everyone, assign roles and access rights.
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Train the team¶
Introduce support team to working principles and basic system commands, quick replies module and internal comments. Telegram interface is familiar to everyone, training takes minimal time.
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Process requests¶
Start working with incoming support requests! Use quick replies to speed up work and internal comments for team coordination.
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Additional modules¶
As project develops and support team needs grow, master additional functionality: mass broadcasts, team analytics, external system integrations and more.
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Paid subscription¶
If free version isn't enough or you need Hotline premium features — upgrade to paid plan with expanded limits and capabilities.
Connection Parameters¶
Connection parameters determine support bot behavior. Configured through setup bot @hotlinetg_bot after selecting needed connection.
Main parameters used when configuring support bots:
Setting welcome message 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, tag 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.
Operator Modules¶
Besides basic commands on backend group side, Hotline has several modules that can be useful in support operator work.
Quick replies with /say command
Quick creation and sending of prepared messages in topics. Supports text, media, albums and message forwarding.
User broadcasts with /send command
Mass broadcasts to all or selected clients with scheduling capability.
Tags and sales funnels with /mark command
Assign visible tags to topics for segmentation, organizing sales funnels and automations.
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 Use Cases¶
Most likely system expansions for customer support may include functionality from the following use cases: