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Integration Capabilities

Developing custom integrations for Hotline not only significantly increases operator efficiency through additional special commands and routine task automation, but also deeply adapts the platform to unique business processes.

Key Capabilities

  • Automation and optimization of operator work by reducing manual actions.

  • Extended processing and storage of dialogs with ability to customize analysis, filtering and data structuring logic.

  • Deep integration with CRM systems (e.g., amoCRM, Bitrix24, Salesforce) for synchronizing contacts, deals, interaction history and automatic customer card creation.

  • Connection to AI services for automatic categorization of requests, sentiment analysis of dialogs, response generation and intelligent operator support.

  • Custom analytics and reporting with detailing for specific business metrics, including communication quality and sales funnel.

  • Implementation in non-standard processes such as complaint handling automation, service quality management, integration with ERP systems or accounting programs, and multi-channel scenario support (email, messengers, social networks).

  • Scalability and flexibility of solutions allowing addition of new features, communication channels and tools as business grows.

This allows creating a unified communication ecosystem, improving customer service quality and gaining complete control over all interaction stages.

Technical Capabilities

Depending on the tasks being solved, various system capabilities can be used for external integrations:

Common Tasks

  • Custom Commands

    • Supplementing user information, showing customer statistics or plan
    • Performing actions (issuing invoices, plan activation, access extension, setting limit, disconnection, etc.)
    • Linking Telegram user with external customer database
    • Creating chat and inviting team/department to it

  • Additional Analytics

    • Calculating average operator response time during shift working hours
    • Helper scripts for operators (marking topics with long wait for response)
    • Dialog distribution among operators
    • Logging transitions between different sales funnel statuses

  • Dialog Parsing and Storage

    • Monitoring operator violations
    • Saving correspondence in own database

  • AI Connection

    • Passing message text to AI for response generation and knowledge base population
    • AI assistant management commands

Personal Consultations and Integration Development

If you have resources for independent development of required integrations, it is sufficient to switch to paid plan and, if necessary, request Topics API token from us (if you need this module).

If necessary, we provide paid individual consultations on integrations, help design required solution. We also have a team that specializes in turnkey development and implementation of integrations for Hotline upon customer requests.

As the main automation tool, we usually use n8n, if necessary we provide extension script hosting on our servers at negotiated price.

Benefits of consultations

Besides documented functions, Hotline has a number of capabilities that can be used in implementing custom extensions (additional greetings and topic closing messages, switching broadcast mode to group on connected account or corporate bot, rarely-used parameters and much more).

Consultation with our specialists before development can simplify or clarify the required solution architecture, understand the need for non-standard parameters, clarify the development and implementation procedure.

Order consultation

Development Procedure

Integration development procedure by our team includes:

  • Preliminary assessment and task clarification
  • Writing and approval of detailed technical specification
  • Development of n8n scripts on own servers or customer servers
  • Joint testing and fixing found bugs
  • Writing final documentation on script management
  • Providing access to scenarios

Professional consultation cost: 5000₽/hour.

Extension development cost: from 25000₽.

To order consultation or integration development, contact Hotline support service.