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How Hotline CRM Works and Main Terms

Hotline transforms a Telegram topic group into a powerful team tool for communicating with users through bots or personal accounts. The system allows conducting conversations both through private messages and in group chats.

The system works only in Telegram (is a telegram-native product), provides many functions for various use cases, allows integrations with external systems.

For easy understanding of the documentation, we recommend starting with a quick overview of the terms used:

  • Connection

    The link between a connected Telegram bot or account (we call them frontends or instances) with a backend group (your private working topic group) is established by the administrator through our setup bot. The administrator can make multiple connections to one backend group.
    More about connection

  • Setup Bot (bot for installing and configuring connections)

    Bot @hotlinetg_bot is designed for creating connections and managing them from the administrator account. The bot can send important notifications to the connection administrator.
    More about connection management

  • Frontend (your connected bots and accounts)

    An account or bot connected by the administrator in the setup bot for subsequent operator work on its behalf through the backend group.
    Different types of frontends have different capabilities in the system.
    More about the difference between bots and accounts

  • Backend Group

    A topic group where system operators work. The group owner is usually the administrator. The group can be created by the administrator during connection from the setup bot or already exist.
    During the connection procedure, the setup bot is added to the group, creates topics in it, forwards messages from frontends to it and responds to commands.
    More about group capabilities

  • Administrator Account

    The account from which connections are made and managed in the setup bot. Usually this is your personal or corporate account from which daily work in Telegram occurs. The setup bot sends important notifications to this account. This account is the owner of the backend group. This account is responsible for paying for the premium version of the Hotline system.
    The system administrator is one of the operators, can set the privilege level for other operators.
    The administrator account can simultaneously be a frontend (can connect itself to Hotline), but this type of connection is not recommended as it can cause confusion and is not optimal in terms of system load.

  • Operators (managers, agents)

    Any participant in the backend group is a system operator and can: conduct dialogues on behalf of frontends connected to the system, communicate with other operators, use special system commands.
    More about operator roles

These are all the necessary terms, now you're ready to move forward!