Concierge bot for supporting guests, residents, or tourists in Telegram¶
Create a concierge service in Telegram with Hotline CRM — organize responsive and live support through a familiar messenger!
- Non-standard questions are solved through live communication with an operator, not cold automation
- Operators are available from any device through the familiar Telegram interface — voice, geolocation, video, screenshots
- Ability to manage the entire chain of conversations, from taking orders and providing support, to broadcasts about new services or events
Create your concierge bot right now!¶
Start now with Hotline Free CRM
Hotline CRM capabilities¶
Hotline CRM is perfect for concierge services — where live communication with people is important for solving non-standard requests from residents, event visitors, guests, or tourists.
By definition, any concierge service often works with unique situations: helping find directions, lost items, questions about a place or event, personal consultations. Templates and automation won't help here — you need a live person who understands context and knows local peculiarities. And it's extremely important that this person finds it comfortable and familiar to work, since they don't necessarily need to be at the office or reception when an important request arrives.
All work happens through a private topic group within the Telegram app. Using Hotline, operators can stay in touch from mobile devices at all times and answer questions on the go. Telegram formats are especially convenient for concierge service: voice or video for quick explanations, screenshots of information, map markers for navigation.
As you build your client base, use tags for clients by visited events or send invitations for interesting events to your target audience.
Advantages of Hotline CRM¶
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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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First-touch attribution and referral tracking (1)
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System tracks first touch point and referral sources for each contact, helping analyze effectiveness of marketing channels.
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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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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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Video overview¶
Implementation order¶
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Connecting a bot or account¶
For concierge service, you can use a bot or personal accounts. Accounts sometimes create a more trusting atmosphere, allowing calls or publishing
storieswith current information. Connection through the setup bot @hotlinetg_bot takes 2-3 minutes. -
Setting greeting and parameters¶
Set a welcome message explaining how the concierge service works. Configure auto-close settings for conversations and other options. You can try everything on a test bot for free, then transfer to production.
If needed, you can order a setup consultation for help configuring the sales system for your tasks.
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Building a concierge team¶
Add concierge service operators to the backend group. Set up roles and access. The group becomes a team space for coordinating and discussing non-standard situations with guests.
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Preparation for work¶
Set up quick replies for frequently asked questions (how to get there, where is, working hours). Train your team to use internal comments for discussing complex requests before responding to guests.
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Launching the concierge service¶
Start helping your audience! Use all Telegram formats: voice and video for explanations, map markers for navigation, photos and screenshots of useful information. Operators work comfortably from any device without leaving Telegram.
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Working with client base¶
Use tags for clients by events and segmented broadcasts for invitations or feedback collection after events.
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Expanding capabilities¶
Connect parallel bots to add buttons or AI features. Set up integrations with booking or payment systems.
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Paid subscription¶
If the free version is not enough or you need premium features — switch to a paid plan.
Connection parameters¶
Connection parameters define the behavior of the concierge bot. Configured through @hotlinetg_bot.
Main parameters for concierge services¶
Setting greeting 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 auto-close timeout for topics:
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.
Activating 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.
Useful modules¶
In addition to basic commands Hotline provides useful modules for concierge services:
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.
Frequently asked questions¶
How to launch a concierge bot in Telegram?
Connect the bot to Hotline, set the main categories of requests and assign responsibility. After this, requests will automatically go to the necessary topics.
Where does this scenario work best?
In hotels, apartments, residential complexes and services for guests, where it is important to quickly respond to typical household requests.
What is critical to set up at the beginning?
It is important to define simple rules: which requests are closed immediately, and which are escalated to an administrator or specialized employee.
Is it possible to connect external systems?
Yes, through integrations you can transfer requests to CRM/helpdesk and other work services.
Can I try it for free?
Yes, you can test the concierge scenario on the free version of Hotline: connection bot.
What KPIs to look for at the start?
See first response time, closed request rate, and number of escalations.
Related cases¶
Useful extensions for concierge services may include functionality from the following use cases: