Manager control when working with Telegram accounts¶
Organize monitoring of messages and control over managers working from personal Telegram accounts through Hotline CRM topic groups.
- Transparency of manager conversations in real time without needing to switch to their work account sessions.
- Ability to join conversations when needed, quickly replace an employee, give advice, or ask a question in the context of client conversations.
- Quality control and work analytics, tracking of deleted messages and forbidden words.
Use the free version of the system for testing right now!¶
Start now with Hotline Free CRM
Why this is convenient¶
When managers work from multiple personal Telegram accounts, traditionally a manager needs to keep all their sessions active on their computer or phone for control (which is quite inconvenient, even using the portable Telegram app).
Hotline CRM solves this problem more elegantly — after connecting a manager's account to the system, all correspondence is recorded in the corresponding backend group in real time without access to sessions. It's much simpler to monitor several topic groups (which can be conveniently collected in one working folder in the Telegram interface) than to constantly switch between many accounts.
And it's not just monitoring, but full-fledged team work: you can join any conversation, quickly replace an employee if needed (just add a new member to the group).
Working through a group is often even more convenient than direct account work, as it allows you to use quick replies or custom commands for integrations when working with a client base.
Also, the entire communication stream of your managers can be directed to a single working topic group for even distribution of team work load.
Main capabilities of monitoring mode¶
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Recording and backing up conversations¶
The system can record all manager messages, including those that were deleted. Message editing facts are also recorded. This can be convenient as a kind of "hot" backup copy of client conversations. Messages sent directly from the app (not through the backend group) are marked as
interceptedon the group side. -
Quick onboarding¶
Adding new managers to groups takes seconds and they immediately understand what to do. When needed, you can join any of a manager's conversations from a connected account to resolve a complex situation or during training. This also greatly simplifies onboarding new employees or substitution in case of illness.
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Internal comments and discussions¶
Add managers to the backend groups of the accounts they work from to discuss client conversations in context. Use internal comments to help each other, train new employees, collectively discuss responses before sending to clients.
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Rich Telegram group functionality¶
Backend groups use all the capabilities of Telegram topic groups: Search, Notification settings, Scheduled messages, Renaming and creating your own topics, and more. Learn more about native topic group features
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External integrations¶
Modules for integrating with external systems open amazing possibilities for increasing operator efficiency and solving non-standard tasks. For example, analyzing manager conversations to control communication quality with clients or detect violations.
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Role and access separation¶
Conveniently divide manager access to each other's conversations at the group level. Configure roles and access rights for different team levels.
Useful modules¶
In addition to basic commands Hotline provides convenient modules for manager 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.
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.
Connection parameters¶
Connection parameters define Hotline's behavior during operation. Configured through @hotlinetg_bot.
Main parameters for manager monitoring mode¶
Disabling automatic greeting:
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.
Disabling automatic topic closing:
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.
Disabling error message display to clients:
SILENT_MODE
Whether to show clients possible errors when processing their messages.
Default value: show errors.
Automatic client information display in backend group when conversation starts:
AUTO_INFO
Whether to automatically show available user information when topic is created.
Default value: don't show.
Setting rights to use system 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.
System testing¶
Try Hotline's principle on the free version. Create a test connection and evaluate monitoring convenience. If needed, order a setup consultation or develop a custom extension for your team at support. To switch to the paid version, choose a plan that matches your workload.
Frequently asked questions¶
How to establish control over the work of managers in Telegram?
Connect your work accounts to Hotline, set uniform rules and monitor conversations in the topic group. In some cases, it is logical to give managers access to the backend group so that they can use the Hotline functionality if desired and understand that they have control over their work.
Who is this especially useful for?
Sales managers and small teams where it is important to see the discipline of responses and the quality of lead processing. When you need to add the ability to make notes to managers directly on their correspondence with clients, or the ability to ask a question before answering a client.
What usually prevents an objective assessment of the work of managers?
Managers have different approaches to work. We need uniform statuses, templates and clear quality criteria.
Can data be linked to CRM?
Yes, through integrations you can combine correspondence and CRM indicators into a single picture.
Can I test it for free first?
Yes, you can test the script on the free version: Hotline Free CRM.
Which KPIs should you look at first?
Response speed, conversion of dialogue into targeted action and the share of overdue requests.
Related cases¶
Learn more about ways to use Hotline from other use cases: