Fast request processing system for Telegram operators¶
Hotline CRM is one of the best systems for providing fast "manual" request processing by operators, which can be applied to projects in various niches. When needed, individual features can be automated through short convenient custom commands for operators.
- Convenient interface for communication through Telegram topic groups — supports all main message formats
- Ability to add custom commands and integrations with external systems to speed up operator work
- Many convenient communication modules: quick replies, broadcasts, internal comments, tags, statuses, and more.
Create your fast request processing bot right now!¶
Start now with Hotline Free CRM
Hotline CRM capabilities¶
There are niches that require fast manual request processing by operators and live communication with clients, frequent clarifications or confirmations. At the same time, full automation of such processes may not make sense due to constant variability or the project may be at the hypothesis testing stage.
Examples of tasks: processing requests for participation in a temporary promotion, accepting pre-orders, accepting bets or forecasts, issuing invoices and setting individual rates, quick standard replies or clarifications, etc.
On some projects, over 1000 requests per day are currently processed through Hotline by teams of 2-3 operators.
The speed of operator work in Hotline is achieved through a combination of factors:
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Convenient and familiar interface¶
Work happens through the native Telegram topic groups interface, which is familiar to every messenger user. Operators don't need to learn complex web cabinets or switch between systems — everything in one familiar app. Learn more about Hotline's principles and capabilities.
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Stability across all devices¶
Telegram apps work stably on mobile (iOS, Android), tablets, computers (Windows, macOS, Linux), and web version. Operators can process requests from any device without losing functionality.
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All Telegram message types¶
Text, voice, video, photos, files, geolocation are all supported. All familiar features are available: search history, pinned messages, scheduled sending, message editing and deletion, and other Telegram features.
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Powerful set of modules¶
Quick replies for standard requests, tags for request categorization, bulk broadcasts, team analytics, data export, and more for maximum efficiency.
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Custom commands and integrations¶
Ability to add custom commands for specific operations and integrations with external systems through Webhooks or API to automate routine operator actions. Examples of custom commands:
/user,/invoice,/logs,/bid,/win, etc.
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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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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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Connection parameters¶
Connection parameters define the necessary system behavior for various cases and are set through the setup bot @hotlinetg_bot after selecting the desired connection.
Main parameters used when setting up fast request processing systems¶
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.
Activating automatic user information display:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
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.
Setting custom commands for external integrations via webhooks:
WEBHOOKS
One or more addresses for sending webhooks on system events or custom commands in JSON format.
Default value: NONE (webhooks are not sent).
Setting custom commands for external integrations via your bots:
CUSTOM_COMMANDS
List of custom commands for the custom bot in the backend group that will not trigger an error.
Default value: NONE (list is empty).
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 convenient modules to speed up operator 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.
Frequently asked questions¶
How to speed up order processing in Telegram?
Connect channels to Hotline, set priorities and distribute calls among operators. This reduces delays already at the start.
Who is the Fast Order case suitable for?
Online stores, delivery and small sales teams, where speed of response and order confirmation is important. Especially if you often have special promotions and sales, or almost instantaneous acceptance of applications by operators is important (for example, as when accepting bets).
Why might processing speed slow down?
Usually due to manual searches of applications and different message formats. Templates, tags and clear statuses with names that make it convenient to search for topics help.
Is it possible to connect a CRM or warehouse?
Yes, through integrations, orders and statuses can be transferred to external systems.
Can I try it for free first?
Yes, you can test the script on the free version: connection bot.
What KPIs are important in this case?
First response time, average processing time and percentage of orders closed without delay.
Related cases¶
Learn more about ways to use Hotline from other use cases: